IT Client Delivery Lead

Description & Requirements

Maximus is seeking an IT Client Delivery Lead to join our team. The successful applicant will be responsible for leading a team of Client Delivery Specialists providing end-to-end technical support across an enterprise IT environment in areas of Endpoint Technical Support, Video/Teleconference/Meeting Room Support, and Service Center Support. This role ensures the team delivers exceptional customer service and seamless technology experiences by assisting with equipment setup, troubleshooting, and maintenance.

The Client Delivery Team members provide services at the three Department of Energy's National Energy Technology Laboratory (NETL) campuses located in Albany OR, Morgantown WV, and Pittsburgh PA. Ability to obtain and maintain a Public Trust is required.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7

Job-Specific Essential Duties and Responsibilities:

- Supervisory Responsibilities

o Lead the team in providing client services to the NETL user community

o Create daily tasking schedules for client services personnel

o Crosstrain personnel

o Research and suggest new methods to optimize and automate processes

o Perform general administrative duties such as timesheet approvals, performance reviews, and job aids- Associate's degree in information technology or related field, or equivalent experience

- Lead team in supporting client delivery activities that include:

o Endpoint Support
Provide life-cycle support which includes but is not limited to imaging, deployment, maintenance, training, and documentation of client systems (computers and laptops), Deployment includes delivering the client system to the customer's work area when onsite and shipping when offsite; configuring and connecting the client system; and testing the client system for functional operation
Manage and perform equipment relocation, expansion, and connection/disconnection of computer system hardware and peripheral devices including but not limited to surveying new installations and moving IT equipment as requested
Provide integration and support for a variety of peripheral devices such as printers, scanners, external storage devices, and peripherals
Support endpoint improvement projects such as annual workstation lifecycle replacements and operating system upgrades/migrations
Provide troubleshooting and hardware repair support for NETL endpoints and peripherals.
Provide on-site and limited remote repairs for desktop computers, laptops, smartphones, tablets, printers, monitors, and other peripherals, consisting primarily of component replacement
Handle warranty support: determine if failed systems or components are under warranty; contact the appropriate manufacturer; obtain the replacement part(s); and return the defective system or component to the manufacturer in accordance with manufacturer's disposition instructions
Provide level 2 support to resolve incident and request service tickets within the required service level agreement
Comply with Property handling requirements to accurately account for the movement of computers, laptops, printers, monitors, mobile devices, and peripherals. This includes but is not limited to issuing new equipment, return to stock equipment, and excessing equipment
Collaborate with the Desktop Engineering Team ensuring accuracy of images deployed

o VTC and Meeting Room Support
Provide Tier 1 and 2 support for standard conference rooms and VTC rooms to include problem identification, system troubleshooting and repair, maintaining spare parts, making repairs, escorting service providers, and coordinating equipment repairs
Provide subject matter expertise to develop requirements for VTC system upgrades and implement the authorized upgrades
Provide Tier 2 support for NETL's displays (for commercial TV, NETL information, etc.)
Set up, test, and operate conference room technology (VTC, Teams/WebEx systems, microphones, camerasdisplays)
Support live meetings and events, ensuring reliability of video and audio connections
Configure meeting rooms for Teams and WEBEX meetings
Assist users in troubleshooting connectivity and other meeting-related issues
Assist users in scheduling meetings
Troubleshoot connectivity, performance, and user access issues
Provide training and assistance to users and administrative staff with remote, online, and in-person use of meeting room devices and systems

o Service Center Support
Serve as the point of contact for IT issues via phone, email, chat, or in-person
Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool
Provide Level 1 support, including password resets, account unlocks, and general troubleshooting, application troubleshooting, hardware issues, peripherals etc.
Assist users with email, VPN, and application setup on iPhones
Manage iOS upgrades and any policy changes

- Enroll, configure, and manage mobile devices using MDM solutions

Job-Specific Minimum Requirements:


- Associate's degree in information technology or related field, or equivalent experience

- 5 years of IT support experience across multiple technology areas

- 3 years of supervisory experience

- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and collaboration tools (Teams, WebEx)

- Experience with ServiceNow or similar ITSM ticketing systems

- Familiarity with VTC technologies and mobile device management solutions

- Excellent communication and customer service skills

- Ability to multitask and adapt quickly to changing priorities

Preferred Skills and Qualifications:

- CompTIA A+, Network+, or equivalent certifications

- Hands-on experience supporting executive-level staff or high-visibility meetings

- Knowledge of ITIL practices for incident, request, and asset management. ITIL Foundations certification a plus

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Minimum Requirements

TCS148, T4, Band 7

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$ 110,000.00

Maximum Salary

$ 125,000.00