Help Desk Lead

Prescient Edge • Doral, FL

2d • Onsite

About The Position

Prescient Edge is seeking a Help Desk Lead to support a Federal Government client. This position is contingent upon contract award. The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems. The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting. The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Requirements

• Knowledge and capability to lead and manage a technical help desk team, ensuring high quality IT support services for cloud-based and on premises environments.
• Proficiency in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
• Strong customer service, team leadership, and incident resolution skills.
• Demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance.
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking.
• Active TS/SCI clearance.

Nice To Haves

• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+

Responsibilities

• Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
• Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
• Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager