Operations Support Center Lead; Secret clearance required Security Clearance

Position: Operations Support Center Lead (Secret clearance required) with Security Clearance
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, Service Now, 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 #LI-CW2