Supervise the activities of direct reports and assist with identifying issues, prioritizing task, and escalation of requests as needed.
Promote strong customer service skills and methodologies, strengthening the reputation of the Maximus IT internal brand.
Provide technical support to customers by identifying, prioritizing, and confirming resolution of reported technical problems of business-critical systems.
Provide immediate support to team of technicians, assigning tasks, and improving workflows.
Conduct reoccurring meetings with team and provide task and feedback.
Assist in collecting and analyzing performance metrics and proactively move resources to ensure Services Level Agreements (SLA) are met.
Assist in interviewing new hires and support staff during onboarding and training.
Maintain process and procedures documents regarding complex maintenance tasks, computer system and peripheral equipment repairs specific to a line of business.
Responsible for planning employee work schedules to ensure sufficient coverage during operating hours, including overflow support to the IT Service Desk.
Support Site Services Managers in being the liaison for Business Operations Leadership to ensure that local technical support provided is aligned with the business needs.
Responsible for evaluating staff performance and providing timely, periodic feedback to promote growth or improvement.
Responsible for identifying and implementing efficiencies in support functions.
Responsible for providing leadership with required reports within the specified time frames requested.
Strong technical skills including Active Directory, Windows, Switching, Routing, and Firewalls.
Proficient in the use of Microsoft Office products.
Responsible to ensure that all staff adhere to all documented policy and procedure as defined by Maximus leadership, Security, and HR.
Perform other duties assigned by management.
Education/Requirements:
Associate s degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
Minimum of five (5) years of related IT experience.
Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
Comply with all company-required policies, procedures and processes including but not limited to required training.
A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
1 year of leadership/management experience.
Ability to communicate in an understandable, polite and friendly manner, both written and verbal.
Strong organizational skills and ability to multi-task in a medium-size business environment.
Availability to respond to the needs of internal and external customers.
Responsible for adhering to established safety standards.
Performs other duties as may be assigned by management.
