Helpdesk Shift Supervisor

Maximus is seeking a Shift Supervisor to lead helpdesk support onsite in Annapolis Junction, MD. This role supports a mission-critical platform with Tier 2 IT Support while supervising first-line technicians across rotating shifts. You will help drive reliable coverage, faster resolutions, and continuous improvement for the team.

What You’ll Do

• Deliver Tier 2 IT Support for a mission-critical platform.
• Supervise the assessment and categorization of incoming support requests to determine the appropriate support level.
• Log, track, and manage incidents and service requests in the organization’s ticketing system, ensuring timely resolution and clear communication with end-users.
• Oversee first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as needed.
• Assist users with advanced issues such as domain refreshes, software installations, and data inquiries, along with handling change requests.
• Provide guidance on optimization strategies including load balancing, incident optimization, and network traffic monitoring.
• Develop and update knowledge base articles and technical documentation to improve efficiency and support self-service.
• Lead accountability through innovation meetings focused on improving performance and shift-left risk identification.
• Coordinate with other IT support teams to ensure smooth escalation and resolution of complex incidents.
• Receive and input critical time data in multiple formats and convert it into a customer-defined format (such as XML) for ingest into the vetting system.
• Schedule and align team resources to maintain 24x7 coverage for the systems.
• Own the performance and mentorship of Tier 1 Support Specialists, including providing direct work assignments and acting as a guide.
• Supervise Tier 1 Support Specialists as a direct line of escalation, and ensure training on SOPs, rhythms, and triage/diagnosis methodologies.
• Serve as a career mentor for Tier 1 Support Specialists, including coaching, approving timesheets, managing workloads, and ensuring shifts remain covered with appropriate backup during unexpected circumstances.
• Perform other tasks as assigned.

What We Require

• Active Secret clearance is required.
• Due to federal requirements, only US Citizens can be considered.
• 12+ years of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service experience.
• Must reside within commutable distance for daily onsite work and on-call requirements.
• Flexible shift work that rotates based on customer needs, with exposure to 1st, 2nd, 3rd, and Panama shifts.

Tools You’ll Use

• Ticketing system
• XML

Compensation and Benefits

Salary range: USD 100,000 to 120,000 per year.

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off
• Short- and long-term incentives
• Program-specific awards

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you need help at any stage (including accessing job postings, completing assessments, or participating in interviews), contact People Operations at [email protected].