<p>Piper Companies is looking for a Service Desk Lead to provide support to a federal client in support of their mission critical systems. This is a full-time position and onsite in Annapolis Junction, MD.</p> <p>Essential Duties of the Service Desk Lead:</p> <ul> <li>Responsible for leading the Operations Support Center, and your staff, in delivering high-quality technical support to end users. </li><li>Oversee daily operations, managing team performance, troubleshooting escalated issues, and ensuring service-level agreements (SLA) are met. </li><li>Assist with complex technical troubleshooting and resolution. </li><li>Supervise and mentor OSC staff, including scheduling, assigning tasks, and trouble-shooting. </li><li>Serve as the primary point of contact for escalated technical issues. </li></ul> <p>Qualifications of the Service Desk Lead:</p> <ul> <li>8-10+ years of experience in a operations support center such as helpdesk, service desk, etc. </li><li>Must be able to obtain and maintain an active Secret or Top Secret clearance. </li><li>3+ years of experience as a Team Lead or Manager running teams of 20+ across multiple locations. </li><li>Experience with ticketing systems such as ServiceNow or Remedy. </li></ul> <p>Compensation for the Service Desk Lead:</p> <ul> <li>$115,000 - $130,000 (based on experience) </li><li>Comprehensive benefit package; Cigna Medical, Cigna Dental, Vision, 401k w/ ADP, PTO, paid holidays, Sick Leave as required by law, paid holidays </li></ul> <p>This job opens for applications on 7/18/2025. Applications for this job will be accepted for at least 30 days from the posting date.</p> <p>#LI-LS3 #LI-ONSITE</p> <p>Keywords: 401k, 401k match, pto, paid time off, holiday, medical, dental, health, culture, government, federal, contract, clearance, secret, top secret, ts/sci, poly, fsp, polygraph, helpdesk, help desk, service desk, servicedesk, desktop support, it support, technology support, tech support, technical support, remedy, servicenow, service now, ticket, sla, service level agreement, service level agreements, tier 1, tier 2, tier 3, networking issue, system issue, military, navy, army, air force, marine, marines, marine corps, soc, security operations center, noc, networking operations center, network operations center, department homeland security, network issues, system issues, tier 2/3, tier II/III, tier II, tier III, osc, operations support center, critical mission</p>