Help Desk Lead

Job Description Summary

The Help Desk team lead will assist the Help Desk manager in the following areas:•Assist in the management the day-to-day operation •Support helpdesk technicians questions and assist with troubleshooting•Facilitate new training efforts when new solutions are deployed•Answer questions related to ticket assignment•Assist in the creation and maintain documentation and Knowledge Articles•Maintain Helpdesk documentation queue reference •Provide coverage during surge events or when staff is absent•Assist with the Incident Manager gathering data when incident occur•Analyze tickets and update ticket status for end user updates.•Troubleshoot and assist with tickets allocation.•Review and submit Process improvements•Test new initiative in snow development•Attend meetings•Build relationships with teams to assist with process improvements •Develop and maintain help desk performance reporting– Daily, Weekly, Monthly and ad-hoc requests.Since the start of rebuild and go live of the Aidvantage solution the following activities have been taken on in part or in whole by the Help Desk staff. The Help Desk Lead will assist or take over the following tasks:•Facilitate touch base meetings with queue owners and external partners•Attend touch base meetings with PMO and Contact Center leads•Participate in Release Management by creating a bridge to ensure post validation efforts complete•Liaison with FISERV for Helpdesk tickets•Escalation POC for tickets to external partners•With business teams, develop requirements for automated solutions in ServiceNow•Work with SNOW development team to develop, test, and troubleshoot new initiatives/process improvements•Trouble shoot escalated tickets to determine if additional information is needed or escalation within the program or external IT•Password reset for ESI solution•Participate as help desk backup in AERB, CCB, and deployment meetings to review Help Desk impacts •Assign workload for closure of tickets per queue•Work with other Helpdesk managers to streamline ticket processing•Prepare adhoc requests for stats specific to ticket and Genesys phone calls •Research special adhoc requests for new access•Assist with Incident Management troubleshooting. When needed stand up a new bridge when multiple conference calls are required•Communicate with end users’ status of tickets upon requestEducation and Experience: •Bachelor's degree in related field; Equivalent combination of education and experience considered in lieu of degree•At least 3 years of relevant professional experience requiredAdditional Requirements as per contract/client:•Must reside in the U.S.•Must be a U.S. citizen.•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.

Job Summary

Essential Duties and Responsibilities:- Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.- Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.- Create and manage escalation procedures and ensures service levels are maintained.- Document, track, and monitor problems to ensure resolution in a timely manner.- Develop information technology projects and provide strategic management and objectives for the department.- Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.- Oversee the development, implementation, and administration of help desk staff training procedures and policies.

- Perform supervisory responsibilities including but not limited to the following: identify training needs and development opportunities for subordinates; develop work schedules and assign duties to subordinates to ensure efficiency; discuss job performance concerns with subordinates to identify causes and issues and works closely with the HR on resolving problems; evaluate subordinates' job performance and recommend appropriate personnel action; and ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.

Minimum Requirements:- Bachelor's degree in related field.- 3-5 years of relevant professional experience required.- Equivalent combination of education and experience considered in lieu of degree.

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 $80,000.00/Yr.

Posted Min

USD $42,400.00/Yr.

Salary : $80,000 - $0