Help Desk Lead - Mid
About The Position
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.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
- 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 is required.
- Proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
- Strong customer service, team leadership, and incident resolution skills are required.
- Required clearance: TS/SCI
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
- Excellent medical, dental, and vision benefits
- PTO
- 11 paid federal holidays
- Tuition assistance
- Paid military-reserve leave
- Paid parental leave for birth or adoption
- 401k matching up to 5 percent of the base salary
- Flex time
- Company-paid short-term disability, long-term disability, and life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
