Helpdesk Specialist Site Lead - Colorado Springs, CO

Description & Requirements

Maximus is seeking an Operations Support Center (OSC) Site Lead to support a federal client’s mission-critical systems. The OSC Site Lead provides day-to-day operational leadership for the OSC, serving as the primary point of contact for workforce coordination, service delivery, stakeholder communications, and performance reporting. The successful candidate will bring strong leadership and communication skills, hands-on experience managing help desk operations, and a demonstrated commitment to meeting service-level agreements (SLAs) and delivering high-quality customer support. This role is on-site in Colorado Springs, CO and requires an active Secret clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7

Job-Specific Essential Duties and Responsibilities: - Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract and government stakeholders when support issues arise. - Lead, motivate, schedule, and manage OSC operators to support optimal performance and mission-critical coverage, accounting for holidays, paid time off, and rotational on-call requirements. - Provide guidance, coaching, and hands-on assistance to ensure the OSC team meets established SLAs and delivers timely, high-quality customer support. - Ensure OSC operators respond to customer requests through phone and IT-based communication tools and troubleshoot or resolve incidents as directed. - Monitor response times, resolution quality, first-call resolution, ticket volume, and other service metrics; identify trends and implement methods to improve operational performance and customer satisfaction. - Assess incident impact and urgency, ensure critical issues are prioritized within established SLAs, and communicate clear, concise status updates to internal teams, contract management, and government stakeholders. - Ensure incident records accurately document classification, impact, escalation, troubleshooting, resolution, and closure activities to support daily, weekly, and Program Management Review (PMR) reporting. - Gather, validate, analyze, and present OSC operational metrics and PMR reporting to OSC management and contract leadership. - Create recurring and ad hoc operational reports as needed to support leadership visibility, decision-making, and customer requirements. - Use monitoring and ticketing tools to proactively identify and address potential issues and generate reports on incident trends. - Assist in developing and maintaining formal standard operating procedures, work instructions, and knowledge resources to improve consistency and operational productivity. - Create, submit, track, and follow up on access requests for newly assigned OSC operators. - Prepare the support team for new product and service releases and participate in the organization’s change management process. - Develop and maintain training activities that strengthen business, customer service, and technical knowledge across the OSC team. - Participate in interviews for new OSC operators and provide input regarding operator development and advancement. - Maintain current knowledge of help desk and service management best practices, industry trends, and their potential impact on support operations. - Other tasks as assigned. Job-Specific Minimum Requirements: - Active Secret clearance is required. - Due to contract requirements, only US Citizens can be considered. - At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations. - Thorough knowledge of help desk operations, IT service management best practices, industry trends, and customer service principles. - Demonstrated experience influencing positive change across sites within a help desk, service desk, operations support center, call center, or comparable customer support environment. - Demonstrated ability to lead