Description & Requirements

Maximus is a leading provider of technology, consulting, and program services to government agencies. We deliver leading-edge digital solutions through our Technology Consulting Services (TCS) division using Advanced Analytics (AI, ML, RPA), Comprehensive Cybersecurity Solutions, DevSecOps, Human Centered Design, and advanced cloud platforms.

The Service Desk Manager possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

The SD Manager shall manage the performance of Level 1 services and support to customers to ensure that service levels are achieved. The SD Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.

The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables. The SD Manager or designated representative shall be responsible for the delivery and coordination of all deliverables required of the Service Desk.

This is an on-site position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS147, T3, Band 6

Job-Specific Essential Duties and Responsibilities:

- Oversee 100% of the requests, incidents and problems.

- Manage and coordinate 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.

- Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities.

- Identify team leads for three sections including Tier 1, Incident Management and Problem Management.

- Verify sufficient employee coverage and provide backup support • Communicate status/issues with customers.

- Develop strategies for improvement.

- Monitor and manage phone queue (participating in escalated calls as needed)

- Oversee Knowledge Management repository and ensure top quality solutions are available to the staff.

- Develop an effective and workable framework for managing and improving customer IT support in the organization.

- Advise management on situations that may require additional clients support or escalation.

- Review customer satisfaction survey feedback from end users to improve services, tools and support.

Job-Specific Minimum Requirements:

- Top Secret Clearance

- Bachelor’s Degree or higher

- 3+ years’ experience in IT service desk environment

- Help Desk Institute (HDI) or Service Desk Institute (SDI) certification

- ITIL certification

- Ability to work on-site at Stennis Space Center, Mississippi

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Minimum Requirements

TCS147, T3, Band 6

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Minimum Salary

$80,000.00

Maximum Salary

$140,000.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.