IT Support Center Manager

Zachary Piper Solutions is seeking a highly skilled and motivated IT Support Center Manager to join a mission-focused, stable DHS program based in Annapolis Junction, MD. The ideal candidate will have a strong background in IT operations and support services, excellent leadership abilities, and a passion for delivering high-quality technical support in a fast-paced, mission-critical environment.

This position opens for applications on 6/13. Applications for this job will be accepted for at least 30 days from the posting date.

Responsibilities of the IT Support Center Manager:

• Lead and manage the Operations Support Center (OSC), ensuring 24/7 support coverage and adherence to service-level agreements (SLAs).
• Supervise and mentor OSC staff, including scheduling, task assignment, and performance management.
• Act as the primary point of contact for escalated technical issues and client communications.
• Oversee the use and maintenance of incident management systems such as ServiceNow and Remedy.
• Track and report on key performance metrics including response time, resolution time, and ticket volume.
• Develop and implement strategies to improve support center performance and customer satisfaction.
• Coordinate with cross-functional teams and stakeholders to ensure seamless support operations.
• Support migration efforts and upgrades of ticketing systems and related support tools.

Qualifications of the IT Support Center Manager:

• 12+ years of experience in IT operations, helpdesk/service desk, or customer support environments.
• 5+ years of experience managing technical support teams, including scheduling, staffing, and training.
• Experience managing geographically dispersed teams and client-facing operations.
• Strong knowledge of incident management systems (e.g., ServiceNow, Remedy v20.02).
• Active Secret Clearance and eligibility for DHS Suitability.
• Willingness to participate in a rotational on-call schedule to support 24x7x365 operations.
• Experience with ticketing system migrations and upgrades.
• ITIL v4 certification preferred.

Compensation for the IT Support Center Manager:

• Salary: $110,000–$130,000/year flexible based on experience
• Benefits: Medical, Dental, Vision, 401K, Generous PTO, Paid Holidays, Sick Leave as Required by Law

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