Director, IT Services - Maximus Services, LLC

The IT service Desk Director is responsible for the implementation and management of a Technical Service Desk supporting Tier 2/Tier 3 for a large-scale product implementation within a large government agency supporting users across the globe. In addition to overseeing Service Desk operations, the selected candidate is responsible for mentoring and training staff, ensuring service level agreements (SLAs) and deliverables are met, working with other Maximus and client departmental/service area managers, and identifying opportunities to create and communicate processes that improve user experience and measure performance.

Job Summary

Essential Duties:

• Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge and provides exceptional service.
• Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
• Ensure customer service excellence by monitoring and analyzing tickets and customer feedback.
• Use reporting and analytics tools to implement effective reporting controls to ensure performance trends, indicators and SLAs are monitored, identified, reported and provides sufficient management information to inform timely action on problem and focus areas.
• Ensure daily, weekly, and monthly performance data, status reports and other reporting requests are maintained and available as requested.
• Prioritize issues with focus on customer and user experience and communicate appropriately with external and internal customers.
• Ensure Service Desk staff is appropriately staffed, skilled and trained to deliver excellent technical support and customer support.
• Proactively identify opportunities to improve customer / user experience using technology, training and process innovation
• Assist with training Helpdesk staff with new internal processes and procedures.
• Manage and oversee all aspects of workforce management and training to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements. Includes establishing work schedules and managing time off across for help desk technicians across all shifts.
• Work with Program Manager to ensure Service Desk is compliant compliance with Service Level Objectives (SLOs) in accordance contractual standards.
  Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• Maintain current knowledge on new and updates to existing products, as well as third-party products.

Minimum Requirements:

• Bachelor's degree in related field or an equivalent combination of education and experience may be considered in lieu of degree.
• 10 -12 years of relevant professional experience with 6+ years of progressive experience supporting automated systems, programs, or an enterprise with service delivery with a preferred emphasis on IT Service Desks.
• ITIL Foundation required; V4 preferred.
• Extensive experience working with ITSM tools, ServiceNow preferred; ability to set up dashboards and run reports, define ticket and work order templates, to recommend ticket queues, and to recommend ticket escalation configurations.
• Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting.
• Working knowledge of Automated Call Distribution (ACD) systems; ability to recommend call queue and call routing schemes.
• Ability to define, publish and maintain IT service catalog.
• Help Desk Institute (HDI) certification preferred.
• Experience managing geographically distributed teams with diverse skillsets (e.g. technical, quality, training).
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to travel up to 25-50% nationally on an as needed basis.
• U.S. Citizenship required.

MAXIMUS Introduction

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 https://www.maximus.com.

EEO Statement

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.

Posted Max

USD $135,000.00/Yr.

Posted Min

USD $78,300.00/Yr.