Description & Requirements
Maximus is seeking a Director - IT Systems to provide leadership and guidance over of a highly technical team of engineers and senior engineers that manage Maximus' Enterprise Solutions which includes endpoint patching, software delivery, endpoint encryption, end user technology, A/V conferencing solutions, structured cabling, Intune, MECM infrastructure, AWS file and print services and Bomgar remote access tool. This position reports to the Vice President of IT Services.
Essential Duties and Responsibilities:
- Oversee customer service functions and staff on a daily basis to ensure that excellent customer service is provided to customers and stakeholders.
- Interact with different levels of external and internal customers.
- Manage assigned team facilitating training, quality assurance, and dispute resolution by providing ongoing supervision and by developing their leadership skills to meet business needs.
- Receive call volume forecast and determine how to use resources to meet key performance metrics and manage overall call center scheduling and determine/adjust resources to successfully meet contract requirements.
- Generate daily, weekly, monthly, quarterly, and yearly reports based upon management requests.
- Play an active role in day-to-day management of the EOC so as to be knowledgeable and aware of all issues, concerns, and requirements.
- Approve time sheet, develop team schedule and other assigned duties.
- Perform other duties as assigned by leadership.
• Provide leadership and guidance over endpoint patching, software delivery, Intune, MECM infrastructure, and the end user technology teams, effectively implementing business strategies and achievements of quality, profit, growth, and other desired objectives.
• Foster a culture of collaboration, innovation, and continuous improvement within the IT department.
• Set goals and objectives for team members and coach as needed to achieve expectations.
• Help establish, implement, and maintain enterprise-wide IT services approaches, methodologies, plans, and reporting materials to support the enterprise's development.
• Develop and generate daily/weekly/monthly management reports and other ad hoc reports, as needed.
• Train and review policies and procedures with direct reports, stakeholders, and customers.
• Interact and build rapport with different levels of internal and external customers.
• Collaborate with engineering staff on a weekly/bi-weekly basis to discuss the system's needs, open action items, and pain points and ensure team members have all the resources they need to be successful.
• Interact with different levels of internal customers and serve as a point of escalation.
• Help team members grow in their career paths and provide mentorship and guidance.
• Interface with various internal groups such as corporate security, telecom, network operations, VDI Operations, and server admin groups.
• Manage the IT systems budget, including forecasting, allocation, and monitoring expenses.
Minimum Requirements
Minimum Requirements:
- Bachelor's degree and 10-12 years of relevant experience or equivalent combination of education and experience required.
- Directs and controls the activities of a broad functional area through several department managers within the company.
- Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
- Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
- Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
- Ensures budgets and schedules meet corporate requirements.
- Regularly interacts with executives and/or major customers.
- Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
- Reports to Senior Director or VP level.
• Bachelor's degree in related field or an equivalent combination of education and experience may be considered in lieu of degree.
• 10 -12 years of relevant professional experience.
• Required to apply for security clearance, as applicable.
• People management experience.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to travel as needed.
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. We're 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.
