Help Desk Lead - SECRET - Military Veterans
at Zachary Piper Solutions, LLC
Zachary Piper Solutions is seeking a Help Desk Lead to join a federal client to support their mission-critical homeland defense systems out of the Annapolis Junction, MD site. This position requires an active Secret Clearance and will be fully onsite in Annapolis Junction, MD.
This job opens for applications on 3/7. Applications for this job will be accepted for at least 30 days from the posting date.
Responsibilities of the Help Desk Lead:
- Supervise and mentor OSC staff, manage scheduling, task assignment, and troubleshooting.
- Serve as the primary contact for escalated technical issues and federal client concerns.
- Log, prioritize, and resolve requests within SLA, ensuring high-quality support and timely responses.
- Assist with complex technical troubleshooting and develop strategies to improve OSC performance and customer satisfaction.
- Communicate effectively with end users, track and report team performance metrics, and manage OSC tools and systems.
Qualifications of the Help Desk Lead:
- 12+ years of experience in an Operations Support Center, Help Desk/Service Desk, Call Center OR equivalent experience in customer service.
- 5+ years of experience in team leadership/management.
- Experience utilizing Incident Management Ticketing Systems (Remedy v20.02 or ServiceNow).
- Prior DHS suitability highly preferred.
Compensation for the Help Desk Lead:
- Salary: $100,000-125,000/year *flexible based on experience*
- Comprehensive benefits plan: Medical, Dental, Vision, 401K, PTO, Paid Holidays, Sick Leave if required by law.
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Annapolis Junction, MD
Zachary Piper Solutions (ZPS) provides technical and professional services in support of the United States government across four practice areas: Cyber Security, Cloud & IT Infrastructure, Software Engineering, Data Science & Analytics.
We’re dedicated to hiring, supporting, and training veterans. At ZPS we foster community partnerships that provide opportunities focused on the transition from military service to a civilian career. Your progression into the civilian workforce will continue to make an impact in a new way by joining a team of mission and purpose-driven people dedicated to protecting our nation.
Our extensive portfolio of past performance ranges from intelligence and defense to dozens of federal civilian agencies. Combining innovative thinking and a purpose driven mentality, we bring the expertise needed to advance some of the most complex government initiatives in the nation.