This position is no longer accepting applications
Closed on July 15, 2026.
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Help Desk Lead
End User Support
Help Desk
Incident Management
Information Technology (IT)
IT Services
ITSM
Jira Service Management
Security Compliance
ServiceNow
Servicenow
Team Lead
Technical Support
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Job Description
The Help Desk Lead oversees global authentication support operations for a Federal Government client, directing SLA development, ITSM workflow coordination, and technical support for CAC, SSO, MFA, and access policies. This on-site role is based in Doral, Florida.
Responsibilities
- Direct global authentication support operations, diagnosing and resolving user access problems tied to identity and access management, security policy enforcement, and cloud authentication mechanisms.
- Develop and enforce service level agreements for response times, ticket resolution, and escalation protocols.
- Coordinate help desk workflows through ITSM platforms, including ServiceNow and JIRA, ensuring structured ticket tracking and regular reporting.
- Deliver technical support for CAC authentication, SSO, MFA, and access-control policies.
- Prepare and submit the Help Desk Performance and Support Metrics Report, covering ticket resolution rates, user support trends, and SLA compliance.
Requirements
- Candidates should have demonstrated ability to lead and manage a technical help desk team, delivering high-quality IT support for both cloud-based and on-premises environments.
- Proficiency in ITIL service management, structured troubleshooting approaches, and administration of ticketing systems such as JIRA and ServiceNow.
- Strong customer-service mindset, proven team leadership, and effective incident resolution capabilities.
- Must have demonstrated experience guiding a help desk team, implementing IT support workflows, and ensuring SLA compliance, including familiarity with remote desktop management, enterprise device provisioning, and IT asset tracking.
Technologies
- ServiceNow
- JIRA
- ITIL
Benefits
- A competitive salary with performance bonus opportunities.
- Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
- A substantial retirement plan with no vesting schedule.
- Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
- A positive work environment where employees are respected, supported, and engaged.
Security Clearance
Active TS/SCI clearance.
Location
Doral, Florida. (USSOUTHCOM Headquarters)
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