Forecast potential Help Desk issues based upon trending data and implement corrective action plans.
Oversee Help Desk "User Complaint Process". Develop and maintain formal procedures for consistency and increased productivity.
Resolve all escalated Help Desk requests.
Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA).
Potential financial impact to MAXIMUS if SLAs are not met.
Develop and maintain processes and procedures that dictate Help Desk ticket responses.
Manage process of all local work station moves and new installations as required.
Provide regular updates to Business Leadership. Manage the relationship between IT and Operations Management to ensure IT is seen as a trusted business partner.
Conduct Monthly "1x1" meetings with staff and provide performance feedback.
Evaluate employee performance and make recommendations on employee Bonus and Merit incentives.
Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
Responsible for interviewing and selecting qualified staff members.
Cross-train employees to ensure work load flexibility.
Monitor timekeeping for accurate client billing.
Ensure staff are provisioned for appropriate systems.
Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
In some instances this manager may be responsible for a functional area and not have any subordinate employees.
Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
Develops and administers schedules, performance requirements; may have budget responsibilities.
Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
Often must lead a cooperative effort among members of a project team.
Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
Provides guidance to subordinates within the latitude of established company policies.
Recommends changes to policies and establishes procedures that affect immediate organization(s).
A committed and diverse workforce is our most important resource.
MAXIMUS is and 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.