Operations Support Center Lead (Secret clearance required)

Zachary Piper Solutions is seeking an Operations Support Center Lead for a Department of Homeland Security program in Annapolis Junction, MD. This position will be fully on site and will require an active Secret clearance.

SECRET CLEARANCE REQUIRED

Responsibilities:

· Supervise and mentor Support Center staff

· Oversee scheduling, assigning tasks, and troubleshooting

· Serve as primary point of contact for escalated issues and for all federal client issues

· Ensure top quality support and timely responses to requests from users

· Develop strategies for process and performance improvement

· Track and report team metrics, SLAs, etc.

· Support 24x7 on-call rotations

Requirements:

· Active Secret clearance required

· 12+ years of experience in an operations support center, helpdesk/service desk, or customer service role

· Experience troubleshooting and resolving technical tickets

· Must have experience managing teams and clients in multiple locations

· Must have strong client communication skills

· Experience using Remedy, ServiceNow, or similar

· Desired: DHS Suitability

Compensation:

· $150,000 annual salary (depending on salary)

· Full benefits: medical/dental/vision, 401k, PTO, paid holidays, sick leave as required by law

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