Call Center Lead Operator

Are you an experienced call center professional ready to step into a leadership role where your expertise directly supports life-critical communications? Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations.We are seeking dedicated Call Center Lead Operators to provide direct supervision for the National Institutes of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. In this role, you'll serve as the frontline supervisor and technical escalation point for IT support operations—ensuring your team delivers accurate, timely, and protocol-driven service across every shift.Available shift options include: 7:00 AM – 4:00 PM, 3:00 PM – 11:00 PM, and 11:00 PM – 7:00 AM, Monday through Friday.If you are a composed, solutions-oriented leader who rises to the occasion in high-pressure situations, we encourage you to apply.What You'll DoAct as shift lead during assigned hours, serving as the primary point of accountability for call center operationsHandle complex and priority calls, including emergency paging for Code Blue, fire, and other critical incidentsProvide real-time support and guidance to call center operators throughout each shiftEnsure proper execution of emergency paging protocols and directory and information servicesAssist the supervisor with oversight of shift performance and quality standardsTrain and mentor junior operators on call handling procedures, medical terminology, and emergency protocolsMaintain accurate logs, call records, and system updates in accordance with established SOPsEnsure strict adherence to all standard operating procedures and protocolsWhat You Bring3+ years of call center experienceAbility to handle high-pressure and emergency situations with composure and accuracyStrong communication and problem-solving skillsU.S. Citizenship requiredAbility to obtain and maintain a Tier 2 (Public Trust) clearancePreferred QualificationsPrior lead or supervisory experience in a call center environmentExperience in healthcare or emergency communicationsFamiliarity with Avaya and/or SPOK call center platformsEducation RequirementsHigh school diploma or equivalent requiredAdditional Requirements All personnel must successfully complete a Tier 2 Public Trust background investigation. On-site presence at the NIH facility in Bethesda, MD is required — remote work is not available for this role.If you're ready to lead from the front and make a meaningful impact on the NIH research community through every shift, apply today!