Lead and elevate IT help desk support across cloud-based and on-premises environments while ensuring SLA compliance and team performance.

Provide in-depth support and lead problem solving and implementation efforts for assigned technology products or applications
Apply advanced principles, theories, and concepts; contribute to development of new approaches
Resolve unusually complex problems and deliver highly innovative solutions
Operate with substantial latitude for unreviewed actions and decisions
Mentor and supervise employees across company and technical competencies
Lead and manage a technical help desk team to maintain high-quality IT support services
Implement IT support workflows
Ensure Service Level Agreement (SLA) compliance for cloud-based and on-premises environments

5+ years of experience in IT service management
Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
Experience applying ITIL service management principles
Experience with troubleshooting methodologies
Ticketing system administration experience using tools such as JIRA and ServiceNow
Experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance
Ability to lead and manage a technical help desk team focused on cloud-based and on-premises support quality
TS/SCI clearance
Bachelor’s degree

Selected applicants will be subject to a security investigation
Applicants may need to meet eligibility requirements for access to classified information
TS/SCI clearance is required

Health, life, disability, financial, and retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards program
Full-time and part-time employees working at least 20 hours per week on a regular basis are eligible to participate in Booz Allen’s benefit programs
Individuals that do not meet the threshold are eligible for select offerings, not inclusive of health benefits

Projected compensation range: $86,800.00 to $198,000.00 (annualized USD)
Salary is determined by location and the individual’s combination of education, knowledge, skills, competencies, and experience, plus contract-specific affordability and organizational requirements
This posting will close within 90 days from the posting date

During hiring, an identity verification process will be used that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud
You are expected to be on camera during interviews and assessments
Company reserves the right to take your picture to verify identity and prevent fraud
Use of AI or other tools to assist with responses during interviews (in-person or virtual) is prohibited unless permission is explicitly provided

Onsite: work primarily performed at a Booz Allen office or customer facility where employees collaborate directly with colleagues and customers

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law

Help Desk Lead

Job Description