DESKTOP SERVICES SUPERVISOR

Dice Job Summary Desktop Support 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.
This role includes supervising the daily work activities of employees and manage work processes that result in predetermined internal/external customer requirements.
Job Duties/Responsibilities:
Manage and maintain end user IT support services by analyzing technician 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 Provides leadership to the technicians by creating a supportive and learning environment that attracts, retains and develops staff Develop and maintain procedures for technician discussions on tasks and initiatives, 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 Responsible for planning employee work schedules to ensure sufficient coverage during operating hours Performs other duties as assigned by leadership Ensure a level of cross-training is in place as an aide to workload delegation flexibility Provides staff with appropriate tools and resources to perform their jobs, and ensures that appropriate work instructions are followed, in accordance with department procedures Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems 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 Education/Requirements Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree, 2 years of experience in the related field required ITIL Certification desired 1-2 years of Amazon Workspaces experience preferred Microsoft System Center Configuration experience desired Management, Active Directory, and Azure AD experience preferred Microsoft BitLocker Administration and Monitoring (MBAM) experience desired 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 Education and Experience Requirements Essential Duties and Responsibilities:
- Manage and maintain end user IT support services by analyzing technician 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.
• Provide leadership to the technicians by creating a supportive and learning environment that attracts, retains and develops staff.
• Develop and maintain procedures for technician discussions on tasks and initiatives, 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.
• Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
• Ensure a level of cross-training is in place as an aide to workload delegation flexibility - Provides staff with appropriate tools and resources to perform their jobs, and ensure that appropriate work instructions are followed, in accordance with department procedures.
• Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.
• 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.
Minimum Requirements:
- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of 2 years of experience in the related field.
• ITIL Certification desired.
• 1 - 2 years of Amazon Workspaces experience preferred.
• 2 years of VMware/Virtual Desktop Infrastructure experience preferred.
• Microsoft System Center Configuration experience desired.
• Management, Active Directory, and Azure AD experience preferred.
• Microsoft BitLocker Administration and Monitoring (MBAM) experience desired.
MAXIMUS Introduction Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.
Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.
With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.
For more information, visit As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business.
Maximus is committed to complying with any applicable vaccine mandates.
The specific vaccine requirements for this position will be outlined throughout the selection process.
Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.
EEO Statement:
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.
We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.
Were proud of our connections to organizations dedicated to serving veterans and their families.
If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource.
Maximus is an Affirmative Action/Equal Opportunity Employer.
Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.