Job Description

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: