WO-002 Help Desk Lead

Job Requirements Doral, FL Top Secret/SCI Polygraph not specified Mid Level Career (5+ yrs experience) Salary not specified Join Premium to unlock estimated salaries Job Description WO-002 Help Desk Lead Position Summary The Help Desk Lead supports mission-critical objectives under the referenced work order by leading and managing a technical help desk team ensuring high-quality IT support services for cloud-based and on-premises environments. This role manages global authentication support operations and ensures SLA compliance. This future opportunity is contingent upon award. Job Description The Help Desk Lead is responsible for leading and managing a help desk team, implementing IT support workflows, and ensuring SLA compliance. The position requires proficiency in ticketing system administration (JIRA, ServiceNow), troubleshooting, and ITIL service management principles. Leaders will manage remote desktop management, enterprise device provisioning, and IT asset tracking. The role includes managing global authentication support operations. Required Qualifications and Experience The contractor shall provide personnel who meet one of the following requirements: Bachelor's degree in Information Technology, Computer Science, or a related field; or A minimum of five (5) years of professional experience in IT service management. Candidates must have demonstrated experience in the following areas: Managing a help desk team. Implementing IT support workflows. Ensuring Service Level Agreement (SLA) compliance. Remote desktop management and enterprise device provisioning. IT asset tracking and management. Required Skills and Competencies Expertise in ITIL service management principles and troubleshooting methodologies. Working knowledge of ticketing system administration (JIRA, ServiceNow). Proficiency in remote desktop management and enterprise device provisioning. Strong customer service, team leadership, and incident resolution skills. Ability to manage global authentication support operations. Education Bachelor's degree in a relevant field, or an equivalent combination of education and experience. ITIL Foundation Certification (Preferred, Not Required) Microsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required) CompTIA A+ (Preferred, Not Required) Clearance Requirement An active TS/SCI security clearance is required for on-site duty location. group id: 90986062 N Name Hidden Recruiter Apply now