Help Desk Lead - Maximus

The Help Desk Lead will be responsible for overseeing and managing all aspects of the Tier 1 Help Desk team. The Lead will follow industry standard best practices for Help Desk support and customer service. The Lead will ensure that the Team is adhering to schedules and maintaining a professional work environment both within the group and with other support Tiers and all customers of the Help Desk. The Lead will ensure that the team is using all available resources to resolve tickets and ensure Tier 1 has collected all information necessary for the next Tier of support. The Lead will ensure that unresolved aging tickets at any Tier are actively addressed and followed up on. The Lead will ensure that all deliverables are accurate and timely. The Lead will provide presentation support, if necessary. The Lead will handle various system administrative tasks within the ticket management software. The Help Desk Lead will adhere to the items as listed in the Help Desk task assignment.

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

Team Oversight and Management:

• Supervise and manage all aspects of the Tier 1 Help Desk Team.
• Provide training and mentorship to Tier 1 Help Desk Staff.
• Address any issues or conflicts within the Tier 1 Team promptly and effectively.
• Ensure adherence to work schedules, with at least 2 Help Desk staff present during operational hours.

• Monitor Tier 1 team performance and ensure compliance with industry standards.
• Provide weekly Help Desk coverage schedules to the COR and Help Desk Manager.
• Report any issues adversely affecting the Help Desk or its customers to the Help Desk Manager promptly.
• Conduct regular systems health checks and report findings to relevant stakeholders.
• Customer Service and Ticket Management:
• Ensure Tier 1 staff follow industry-standard best practices for Help Desk support and customer service.
• Provide day-to-day technical support to employees for hardware and software systems.
• Respond to and diagnose problems through discussion with users, troubleshooting, and escalation as necessary.
• Coordinate ticket assignments, escalations, and resolutions among Help Desk tiers and external support teams.
• Ensure timely and effective resolution of users' problems, queries, or complaints.

• Handle various system administrative tasks within the ticket management software.
• Document all communication regarding tickets in the ticket management system promptly.
• Ensure accuracy and completeness of all deliverables, including reports and documentation.

Requirements:

• Bachelor's degree (BA/BS) or 4+ years of equivalent experience in lieu of the degree requirement.
• 5+ years of related work experience in Help Desk support.
• Due to federal requirements, candidates must be eligible to obtain and maintain a Public Trust clearance. Therefore, candidates must possess US Citizenship to be eligible for consideration.
• Candidate must possess a ICMI contact center certification, HDI certification or equivalent.
• Proven experience following industry-standard best practices for Help Desk support and customer service.
• Experience leading a team in the area of Help Desk support and customer service.

Deliverables:

• System Health Check email daily by 8:00 am EDT/EST.
• Open Ticket Reports daily by 10:00 am.
• Survey responses report weekly.
• Resolution response report weekly.
• Executive summary report monthly.
• Excessive duration report monthly.
• Client's Mission Measure Report monthly.
• Presentation Materials as needed.
• Ticket re-assignment report monthly.
• Help Desk Coverage Report weekly, by Friday of the preceding week.
• Ad Hoc Reports as needed.

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Minimum Requirements

TCS147, T3, Band 6

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.