AddressThe Help Desk Manager oversees the Help Desk support team and manages escalations from and builds relationships with business leadership and sets strategic direction of the team. The purpose of the position is to ensure the teams are providing the highest possible level of customer service, with focus on continuous improvement. The Help Desk Manager is the escalation point for all situations which Supervisors or the team are unable or lack authority to resolve.
- Forecast potential Help Desk issues based upon trending data and implement corrective action plans.
- Oversee Help Desk "User Complaint Process". Develop and maintain formal procedures for consistency and increased productivity.
- Resolve all escalated Help Desk requests.
- Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA).
- Potential financial impact to MAXIMUS if SLAs are not met.
- Develop and maintain processes and procedures that dictate Help Desk ticket responses.
- Manage process of all local work station moves and new installations as required.
- Provide regular updates to Business Leadership. Manage the relationship between IT and Operations Management to ensure IT is seen as a trusted business partner.
- Conduct Monthly "1x1" meetings with staff and provide performance feedback.
- Evaluate employee performance and make recommendations on employee Bonus and Merit incentives.
- Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
- Responsible for interviewing and selecting qualified staff members.
- Cross-train employees to ensure work load flexibility.
- Monitor timekeeping for accurate client billing.
- Ensure staff are provisioned for appropriate systems.
- Manage Help Desk staff who oversee activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution incidents and requests
- Manage escalations, ensuring correct assignment of resources and full problem resolution
- Identify opportunities to increase efficiency
- Act as single point of contact for "white glove" Executive support requests.
- Promote strong customer service skills and methodologies, strengthening the reputation of the ADVS/USDS program
- Collect and analyze performance metrics, responding as necessary to ensure SLAs are met
- Work closely with IT engineering and operations leadership teams to ensure supportability of all product sets
- Create and manage escalation procedures and ensure service levels are maintained
- Document, track, and monitor problems to ensure resolution in a timely manner
- Provide strategic management and objectives for the department
- Select, develop, and evaluate personnel to ensure the efficient operation of Help Desk functions
- Travel for leadership team meetings, occasionally
- Perform other duties as assigned by management
Minimum Requirements
- Bachelor's degree and 5-7 years of relevant experience or equivalent combination of education and experience required.
- Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
- In some instances this manager may be responsible for a functional area and not have any subordinate employees.
- Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
- Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
- Develops and administers schedules, performance requirements; may have budget responsibilities.
- Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
- Often must lead a cooperative effort among members of a project team.
- Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
- Provides guidance to subordinates within the latitude of established company policies.
- Recommends changes to policies and establishes procedures that affect immediate organization(s).
- ITIL v4 Foundations certified
- Excellent organizational, written and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to work as a team member, as well as independently
- Ability to maintain confidentiality and security of all information
- Ability to comply with current and updated policies and procedures
- Ability to interact courteously and effectively with a diverse population
- Excellent customer service skills
- Proficient in the use of Microsoft Office products
- Strong troubleshooting skills
Additional Requirements as per contract/client:
- Must Be Eligible to Obtain Government Clearance
- Must be a U.S. citizen
- Must currently reside in the U.S.
- Must be able to pass a criminal background check
- Must not be delinquent or in default on any federal student loans
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
- Final suitability determination is the sole discretion of the Department of Education.
- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.
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.
