Help Desk Lead

Maximus is a trusted federal partner supporting mission critical programs for the Centers for Medicare & Medicaid Services (CMS). Through these partnerships, Maximus delivers compliant, mission driven services that help millions access vital healthcare information and benefits.

This position is fully remote. Employment is contingent upon successful completion of a CMS client vetting process after offer acceptance.

This position will support our Centers for Medicare & Medicaid Services (CMS). The Helpdesk is the central point for Providers to report problems and seek assistance with problem reports and service requests. The help desk also provides vetting and approval and offers ongoing support for the Medicare Provider community for all aspects of the Identify Management web self-registration and profile Management process.

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 desktops, laptops, 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.

• Develop information technology projects and provide strategic management and objectives for the department.

• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

• Leads and directs the work of other employees and has responsibility for personnel actions including; hiring, performance management, and termination.

Job-Specific Essential Duties and Responsibilities:

• Identify training needs and development opportunities for subordinates.

• Identify scheduling opportunities and propose work schedules.

• Assign duties to subordinates to ensure efficiency and maximize productivity.

• Review job performance with subordinates to identify causes and issues and works closely with the HR on resolving problems and take appropriate action.

• Ensure compliance with company Wage & Hour policy.

• Complete Quality audits assist with taking escalation calls as needed.

• Comply with accountability process for performance, conduct, attendance.

• Manage queue and take required action during outages or surges.

• Manager Resource Mailboxes, Service Now Dashboards and ensure that SL thresholds are met.

• Attend and participate in client and model calls.

• Assist with escalations/calls as needed.

• Flex schedule as need to ensure program is covered as required.

• 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.

• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

• Manage a team of technicians while also coordinating with other functional teams.

• Perform all management functions required for a staff covering a 7 am to 7:30 pm ET operation.

• Ensure all Help Desk service levels agreements are enforced in consultation with end users to establish problem resolution expectations and timeframes.

• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

• Manage the processing of incoming requests to the Help Desk via telephone, e-mail, chat portals to ensure courteous, timely, and effective resolution of end user issues.

• Track and analyze trends in Help Desk requests and generate statistical reports.

• Perform supervisory responsibilities including but not limited to the following: identify training needs and development opportunities for subordinates; identify scheduling opportunities and propose work schedules and assign duties to subordinates to ensure efficiency and maximize productivity; 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.

• Complete quality audits assist with taking escalation calls as needed.

• Comply with accountability process for performance, conduct, attendance and HIPAA compliance.

• Complete yearly performance reviews.

• Other tasks assigned based on business needs.

Job-Specific Minimum Requirements:

• Bachelor's degree in related field; equivalent combination of education and experience considered in lieu of degree.

• 3 years of relevant help desk professional experience required.

• Experience in coaching/training staff.

• Experience managing all aspects of task-level project performance.

• Ability to work on multiple projects simultaneously.

• Excellent organizational, written, and verbal communication skills.

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

• Experience implementing Group Policy.

• Strong analytical and problem-solving skills.

• 3 years of MBOSC/CBOSC experience preferred.

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Minimum Requirements

'- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$60,000

Maximum Salary

$89,000