MAXIMUS Hiring For Title Supervisor – IT Help Desk at United, PA Full Time

MAXIMUS is a leading operator of government health and human services programs in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The Company delivers business process services to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs, such as the Affordable Care Act, Medicaid, Medicare, Children’s Health Insurance Program (CHIP), Health Insurance BC (British Columbia), as well as welfare-to-work and child support programs around the globe. The Company’s primary customer base includes federal, provincial, state, county and municipal governments. Operating under its founding mission of Helping Government Serve the People®, MAXIMUS has more than 37,000+ employees worldwide.

The Help Desk Supervisor is responsible for supervising technical professionals to meet or exceed defined performance metrics and fulfill service requests and resolve incidents related to end user systems and access to mission critical systems.

Job Duties/Responsibilities:
• Manage and maintain end user IT support services, for internal and external clients by analyzing help desk performance through various statistical and reporting methods.
• Prioritize and escalate requests to assure compliance with contractual and internal Service Level Agreements (SLA) and potential financial impact to MAXIMUS.
• Develop and maintain formal procedures for consistency and increased productivity.
• Manage the process for communicating outage/emergency activities to the organization.
• Develop and maintain procedures for technician discussions with users, including problem recognition, research, isolation and resolution steps.
• Develop and direct the processes of proactive response to issues before they become problems. Oversee the work effort to mitigate future occurrences.
• Supervise IT staff to include staff performance evaluation and improvement.
• Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
• Oversee more complex maintenance tasks, computer system and peripheral equipment repairs.
• Function as a lead liaison for level 2 and 3 support teams.
• Ensure a level of cross-training is in place as an aide to workload delegation flexibility.

Education/Requirements:
• Bachelor’s degree from an accredited college or university preferred or related work experience.
• 3 -5 years of related experience.
• 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 response to the needs of internal and external customers for installation, maintenance and equipment malfunctions.
• Technical Skills: Microsoft Office, Outlook, Active Directory, Web technology, Networking, Voice over IP (VoIP), Help Desk ticketing system.
• Responsible for adhering to established safety standards.
• Performs other duties as may be assigned by management.
• Working knowledge with ITIL and prior experience in staff development preferred.

Physical Requirements:
• Ability to sit for up to 80% of time
• Ability to lift up to 40 pounds required
• Frequent use of computer, telephone, and office equipment (copier, fax, scanner)