Help Desk Lead

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)