Help Desk Lead
$59,644–$123,877 year
On-siteDoral, Florida, United States
Job Summary
Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems. Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures while coordinating help desk workflows using IT service management platforms such as ServiceNow or JIRA. Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. Submit the Help Desk Performance & Support Metrics Report detailing ticket resolution rates, user support trends, and SLA adherence. Lead and manage a technical help desk team to ensure high-quality IT support services for cloud-based and on-premises environments. This contingent role supports mission requirements for a DoD customer focused on enhancing interoperability and mission-driven analytics.
Required Qualifications
- Active TS-SCI Clearance
- Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management
- Demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
- Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
- Knowledge and capability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
- Proficiency in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow)
- Strong customer service, team leadership, and incident resolution skills
Desired Qualifications
- ITIL Foundation Certification
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+
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