Hiring: Helpdesk Specialist Site Lead - Colorado Springs, CO Company: Maximus Location: Colorado Springs, CO Job Posted Time: 2026-09-16 13:37:39 Employment Type: Contract / On-site Target Skills & Keywords : Change Management, Microsoft Excel, Microsoft PowerPoint, Program Management, Secret Clearance, ServiceNow About the job Experience: •12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations. •At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations. Required Skills: •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. Qualifications: •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 •Active Secret clearance is required. •Due to contract requirements, only US Citizens can be considered. •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 shift teams through structured coaching, clear direction, and leadership by example. •Demonstrated capacity to identify incident root causes, develop solutions, restore normal operations, and resolve day-to-day operational problems. •Demonstrated capacity to assess incident impact and urgency and ensure critical issues are addressed within established SLAs and stakeholder expectations. •Excellent written and verbal communication skills, including the ability to communicate incident updates clearly and concisely to internal teams, contract management, and government stakeholders. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!