Help Desk Lead

NV5 • Doral, FL

1d • Onsite

About The Position

NV5 Geospatial is actively recruiting a Help Desk Lead. Strong capabilities in leading and managing a technical help desk team, and ensuring high quality IT support services for cloud-based and on-premises environments are required. The Help Desk Lead will be based at US Army Garrison Miami/US Southern Command. US citizenship, along with the ability to successfully pass a basic background check for access to US military bases, is required for employment. Successful candidate will be required to obtain a TS/SCI clearance.
Work Setting:
Onsite - US Army Garrison – Miami / SOUTHCOM HQ
Potential travel up to 15-15% of the time
NV5 is a global technology solutions and consulting services company with a workforce of over 4,500 professionals in more than 100 offices worldwide. NV5’s continued growth has been spurred through strategic investments in firms with unique capabilities to help current and future customers solve the world’s toughest problems. The NV5 family brings together talent across a wide range of markets and fields, including Professional Engineers, Professional Land Surveyors, Architects, Photogrammetrists, GIS Professionals, Software Developers, IT, Project Management Professionals, and more.
At NV5 Geospatial, we are a collaboration of intelligent, innovative thinkers who care for each other, our communities, and the environment. We value both heart and head, the diversity of our people, and their experiences because that is how we continue to grow as a leader in our industry and expand our individual and collective potential.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
• TS/SCI US Government Security Clearance.
• Demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring SLA compliance.
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking.
• Ability to manage and prioritize complex project tasks.

Nice To Haves

• ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator, or CompTIA Security+.
• Portuguese or Spanish language skills.
• Experience with government IT programs and environments.

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 (SLA) 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.

Benefits

• NV5 offers a competitive compensation and benefits package including medical, dental, life insurance, FTO, 401(k) and professional development/advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees