Help Desk Lead

Booz Allen Hamilton•Doral, FL

About The Position

Help Desk Lead The Opportunity: 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
Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Benefits

health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care.
recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values.

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