Help Desk Lead - SECRET

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.

#LI-CF1

#LI-ONSITE