Supervisor - Help Desk

Description & Requirements
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit
Essential Duties and Responsibilities:
- Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
- Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
- Create and manage escalation procedures and ensures service levels are maintained.
- Document, track, and monitor problems to ensure resolution in a timely manner.
- Develop information technology projects and provide strategic management and objectives for the department.
- Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Perform supervisory responsibilities including but not limited to the following: identify training needs and development opportunities for subordinates; develop work schedules and assign duties to subordinates to ensure efficiency; discuss job performance concerns with subordinates to identify causes and issues and works closely with the HR on resolving problems; evaluate subordinates' job performance and recommend appropriate personnel action; and ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
Essential Duties and Responsibilities:
Oversee 100% of the requests, incidents and problems.
Manages and coordinates urgent and complicated support issues.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Determine root cause of issues and communicate appropriately to internal and external customers. (25%)
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
As needed, schedule employees working times and provide backup support.
Interact with internal and external customers. (20%)
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
Will drive Ticket Deep Dive and develop strategies for improvement.
Work to make Service Desk the single source of truth and service delivery channel for IT.
Monitor and manage phone, email, chat queues and applicable ticketing system (participating in escalated calls as needed). (20%)
Oversee Solutions repository and ensure top quality solutions are available to the staff.
Develops Service and Business Level Agreements to set expectations and measure performance.
Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)
Manage process for communicating outage/emergency activities to the organization.
Manage vendor relationships as it depends on daily operational needs.
Review survey feedback to improve services, tools and support experience.
Responsible for T1/T2 timecard/labor hour reports and approvals in all required systems.
Accountability discussion as applicable for attendance, performance, and conduct.
Complete employee reviews as applicable.
Manages workload assignment and participates in special projects as required.
Manage a team of technicians while also coordinating with other functional teams within the NMFS OCIO on the installation, configuration, operation, and maintenance of various systems and applications
Perform all management functions required for a staff covering all hours of operations
Ensure all Help Desk service levels agreements are enforced in consultation with end users to establish problem resolution expectations and timeframes
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Manage the processing of incoming requests to the Help Desk via telephone, e-mail, and walk-up pathways, to ensure courteous, timely, and effective resolution of end user issues
Maintain an IT Service Desk that operates as a hub to plan and distribute work pertaining to cyber security, network operations, datacenter services, telepresence, desktop and server management
Routinely perform diagnostic and troubleshooting techniques, conducting research and coordinating with partnering IT groups to find a correct solution to a litany of issues at the desktop, system, server, and network level
Design and enforce request handling and escalation policies and procedures
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Monitor and test fixes to ensure problems have been adequately resolved
Track and analyze trends in Help Desk requests and generate statistical reports
Assess need for any system re-configurations (minor or significant) based on request trends and make recommendations
Oversee the development, implementation, and administration of help desk staff training procedures, standard operating procedures, policies, end user knowledge base
Generate weekly, monthly, and annual reports that detail team activities, accomplishments, and ticket closure metrics
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in related field.
- 3-5 years of relevant professional experience required.
- Equivalent combination of education and experience considered in lieu of degree.
Education and Experience Minimum Requirements:
Bachelor's Degree in Computer Science, Engineering or related subject from an accredited college or university
•At least eight (6) to ten (8) years of IT supervisory/management experience.
•Experience managing Windows Domain Controllers and Active Directory
•At least five (4) years of experience in one of the following: Unix/Linux administration, Windows administration, Network administration
•Experience managing all aspects of task-level project performance
•Ability to work on multiple projects simultaneously
•Excellent organizational, written, and verbal communication skills
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Experience implementing Group Policy
•Strong analytical and problem-solving skills
Preferred skills:
•Prior experience managing a help desk
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.