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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