Zachary Piper Solutions
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IT Support Center Manager
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Zachary Piper Solutions 3 days ago Be among the first 25 applicants Join to apply for the
IT Support Center Manager
role at
Zachary Piper Solutions Get AI-powered advice on this job and more exclusive features. 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
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Zachary Piper Solutions by 2x Get notified about new Information Technology Support Manager jobs in
Annapolis Junction, MD . Washington, DC $108,000.00-$162,000.00 1 month ago Arlington, VA $108,000.00-$134,000.00 4 days ago Desktop Support Services Operations Manager
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IT Operations Manager (TS/SCI with Poly)
Washington, DC $90,300.00-$189,600.00 3 months ago Arlington, VA $114,693.12-$191,155.20 2 weeks ago Washington, DC $146,670.00-$249,330.00 6 hours ago Cyber Support Center Director of Operations
District of Columbia, United States 3 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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IT Support Center Manager
role at
Zachary Piper Solutions 3 days ago Be among the first 25 applicants Join to apply for the
IT Support Center Manager
role at
Zachary Piper Solutions Get AI-powered advice on this job and more exclusive features. 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
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Zachary Piper Solutions by 2x Get notified about new Information Technology Support Manager jobs in
Annapolis Junction, MD . Washington, DC $108,000.00-$162,000.00 1 month ago Arlington, VA $108,000.00-$134,000.00 4 days ago Desktop Support Services Operations Manager
Washington, DC $180,000.00-$220,000.00 7 hours ago Business Operations Manager, IT Services - Global On-Premise Support
Arlington, VA $104,100.00-$185,000.00 20 hours ago Washington, DC $158,846.00-$214,910.00 1 week ago Washington, DC $137,445.00-$161,700.00 1 week ago Washington, DC $90,300.00-$189,600.00 2 months ago Washington, DC $105,100.00-$231,100.00 2 months ago Senior Manager, Enterprise Resilience (IT/Manufacturing)
Washington DC-Baltimore Area $150,000.00-$180,000.00 2 weeks ago Washington, DC $105,100.00-$231,100.00 2 months ago Washington, DC $180,000.00-$220,000.00 2 months ago IT Operations Manager (TS/SCI with Poly)
IT Operations Manager (TS/SCI with Poly)
Washington, DC $90,300.00-$189,600.00 3 months ago Arlington, VA $114,693.12-$191,155.20 2 weeks ago Washington, DC $146,670.00-$249,330.00 6 hours ago Cyber Support Center Director of Operations
District of Columbia, United States 3 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr