Position SummaryThe 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 ExperienceThe 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 RequirementAn active TS/SCI security clearance is required for on-site duty location
