Help Desk Lead

Zachary Piper Solutions is seeking an Operations Support Center (OSC) Lead Help Desk Lead to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. This role involves overseeing daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met. Responsibilities of the OSC/Help Desk Lead role include: Supervise and mentor OSC staff, including scheduling, assigning tasks, and trouble-shooting. Serve as the primary point of contact for escalated technical issues. Serve as the primary point of contact for the federal client for all OSC issues. Ensure all requests are logged, prioritized, and resolved within the SLA. Assist with complex technical troubleshooting and resolution. Ensure high-quality support and timely responses to user requests. Preferred Experience: Prior DHS Suitability
Degree
Required Qualifications for the Systems Administrator include: Active Secret Clearance
Candidates must be willing and able to meet recall requirements, including a rotational on-call schedule. 12 or more years of experience in an Operations Support Center Compensation for the Systems Administrator include:
• Hourly Range: $50-60/hr. with PTO/Holiday Pay - equivalent of $110-125,000
• W2, long-term
• Comprehensive Benefits: Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays This job opens for applications on 03/09/2025 . Applications for this job will be accepted for at least 30 days from the posting date an