IT Support Center Manager

Zachary Piper Solutions; Corridor North (MD); On-site; USD 110,000 - 130,000; Full time

Job summary

Zachary Piper Solutions is hiring an IT Support Center Manager for a mission-focused program in Annapolis Junction, MD. The ideal candidate will have extensive IT operations experience and strong leadership skills, supporting high-quality technical services in a fast-paced environment.

Benefits

Medical

Dental

Vision

401K

Generous PTO

Paid Holidays

Sick Leave as Required by Law

Qualifications

• 12+ years of experience in IT operations or support.
• 5+ years managing technical support teams.
• Experience with incident management systems.

Responsibilities

• Lead the Operations Support Center, ensuring 24/7 support.
• Supervise and mentor OSC staff.
• Track and report on performance metrics.

Skills

Leadership

Technical Support

Incident Management

Education

Active Secret Clearance

ITIL v4 certification

Tools

ServiceNow

Remedy

Job description

Join to apply for the 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.