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.

• 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

• 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

• $150,000 annual salary (depending on salary)
• Full benefits: medical/dental/vision, 401k, PTO, paid holidays, sick leave as required by law