IT Support Center Manager with Security Clearance

Zachary Piper Solutions is seeking a highly skilled and motivated IT Support Center Manager to join a mission-focused, stable DHS program based in Annapolis Junction, MD. The ideal candidate will have a strong background in IT operations and support services, excellent leadership abilities, and a passion for delivering high-quality technical support in a fast-paced, mission-critical environment. This position opens for applications on 6/13. Applications for this job will be accepted for at least 30 days from the posting date. Responsibilities of the IT Support Center Manager: Lead and manage the Operations Support Center (OSC), ensuring 24/7 support coverage and adherence to service-level agreements (SLAs).
Supervise and mentor OSC staff, including scheduling, task assignment, and performance management.
Act as the primary point of contact for escalated technical issues and client communications.
Oversee the use and maintenance of incident management systems such as ServiceNow and Remedy.
Track and report on key performance metrics including response time, resolution time, and ticket volume.
Develop and implement strategies to improve support center performance and customer satisfaction.
Coordinate with cross-functional teams and stakeholders to ensure seamless support operations.
Support migration efforts and upgrades of ticketing systems and related support tools.
Qualifications of the IT Support Center Manager: 12+ years of experience in IT operations, helpdesk/service desk, or customer support environments.
5+ years of experience managing technical support teams, including scheduling, staffing, and training.
Experience managing geographically dispersed teams and client-facing operations.
Strong knowledge of incident management systems (e.g., ServiceNow, Remedy v20.02).
Active Secret Clearance and eligibility for DHS Suitability.
Willingness to participate in a rotational on-call schedule to support 24x7x365 operations.
Experience with ticketing system migrations and upgrades.
ITIL v4 certification preferred.
Compensation for the IT Support Center Manager: Salary: $110,000-$130,000/year flexible based on experience
Benefits: Medical, Dental, Vision, 401K, Generous PTO, Paid Holidays, Sick Leave as Required by Law