Help Desk Lead

Booz Allen Hamilton•Doral, FL

1d•$86,800 - $198,000•Remote

About The Position

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply leading-edge principles, theories, and concepts and contribute to the development of new principles and concepts. Work on unusually complex problems and provide highly innovative solutions. Operate with substantial latitude for unreviewed action or decision, and mentor or supervise employees in both company and technical competencies.

Requirements

5+ years of experience in IT service management
Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow
Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
TS/SCI clearance
Bachelor's degree

Nice To Haves

Possession of excellent customer service, team leadership, and incident resolution skills
Master's degree
ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+ Certification

Responsibilities

Lead problem solving and implementation efforts for specific technology products or applications.
Mentor or supervise employees in both company and technical competencies.
Lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.