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:
- Due to contract requirements candidates must be US citizens without dual citizenship with another country. Selected candidate will be required to successfully complete a government-sponsored clearance.- Bachelor’s Degree or higher- 3+ years’ experience in IT service desk environment- ServiceNow experience- Help Desk Institute (HDI) or Service Desk Institute (SDI) certification- ITIL certification- Ability to work on-site at Stennis Space Center, Mississippi
#techjobs #clearance Minimum Requirements TCS147, T3, Band 6 Preferred Qualifications:BI Reporting - especially within ServiceNowBMC Remedy experience Solar Winds or other monitoring toolVIP & Critical Incident handling experienceExperience with 508 Compliance, testing and developmentSoftware and hardware inventory/licensing experienceAutomation and Self-Service EnablementTrainign and staff development experience; cross-team collaboration 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.