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 Do

• Act as shift lead during assigned hours, serving as the primary point of accountability for call center operations
• Handle complex and priority calls, including emergency paging for Code Blue, fire, and other critical incidents
• Provide real-time support and guidance to call center operators throughout each shift
• Ensure proper execution of emergency paging protocols and directory and information services
• Assist the supervisor with oversight of shift performance and quality standards
• Train and mentor junior operators on call handling procedures, medical terminology, and emergency protocols
• Maintain accurate logs, call records, and system updates in accordance with established SOPs
• Ensure strict adherence to all standard operating procedures and protocols

What You Bring

• 3+ years of call center experience
• Ability to handle high-pressure and emergency situations with composure and accuracy
• Strong communication and problem-solving skills
• U.S. Citizenship required
• Ability to obtain and maintain a Tier 2 (Public Trust) clearance

Preferred Qualifications

• Prior lead or supervisory experience in a call center environment
• Experience in healthcare or emergency communications
• Familiarity with Avaya and/or SPOK call center platforms

Education Requirements

• High school diploma or equivalent required

Additional 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!