Help Desk Lead

M1 Support Services, LP1500 Solana Blvd. Suite 5200Westlake, TX 76262m1services.com Help Desk Lead
Location Westlake, TX
Job Posting No 114057 outsidebar) to the bottom of the pageand click on the "Apply for thisposition" button.
Start Date ASAP
Contract Home Office - IT
Salary Range DOQ
Posting Date 05/21/2026
Union No
FLSA Status Non-Exempt
Shift Work No FT/PT Full-time
Relocation No
Travel Possible Job Summary:Seeking a highly motivated and technically skilled Help Desk Lead. This position is responsible forleading daily help desk operations in a corporate environment while supporting cybersecuritycompliance, system hardening, and secure operations within classified environments.The ideal candidate will possess strong customer support and systems troubleshootingexperience, familiarity with DoD cybersecurity requirements, and the ability to operate effectivelywithin Sensitive Information Facility environments. Candidates must be capable of obtainingSecurity+ certification within 90 days of hire and either possess or be eligible to obtain a Top-Secretsecurity clearance.Primary responsibilities include but are not limited to the following: Lead Help Desk Duties* Lead and supervise daily help desk operations in support of mission-critical users and systems * Serve as the primary escalation point for Tier I and Tier II support issues * Assign and prioritize help desk tickets to ensure timely resolution and customer satisfaction * Monitor help desk performance metrics, ticket queues, and service-level agreements (SLAs) * Train, mentor, and provide technical guidance to help desk personnel * Develop and maintain standard operating procedures (SOPs), technical documentation, andknowledge base articles * Coordinate onboarding/offboarding activities including account provisioning, hardwaredeployment, and access control * Ensure compliance with organizational IT policies, cybersecurity requirements, and operationalprocedures * Communicate system outages, maintenance windows, and technical updates to end users andleadership * Collaborate with cloud engineers, cybersecurity staff, and leadership to resolve enterprise issues * Support inventory management, asset tracking, and lifecycle management of IT equipment * Maintain professionalism and high-quality customer service in high-tempo operationalenvironments Page 2of 3 Technical Support Responsibilities* Provide Tier I/Tier II technical support for desktops, laptops, printers, network connectivity, VoIPsystems, and peripheral devices * Troubleshoot hardware, software, operating systems, email, and user access issues * Support Windows operating systems, Microsoft 365 applications, and enterprise IT infrastructure * Escalate advanced infrastructure or cybersecurity issues as appropriate * Maintain accurate documentation of incidents, service requests, and resolutions within ticketingsystems * Perform system updates, workstation imaging, software installations, and patch managementactivities Cybersecurity & Compliance Support* Assist with cybersecurity compliance initiatives aligned with DoD and federal security requirements * Support implementation and maintenance of Security Technical Implementation Guides (STIGs) * Assist with Security Content Automation Protocol (SCAP) scans and remediation efforts * Support vulnerability management and system hardening activities * Assist in maintaining cybersecurity documentation, policies, and audit readiness Secure Environment Operations* Operate effectively within SCIF environments while adhering to all security protocols andprocedures * Support secure systems and technologies used in classified environments * Maintain awareness of physical and information security requirements related to classifiedoperations * Ensure handling and protection of classified systems and information complies with governmentregulations Qualifications and Experience:Required Qualifications* Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or related field o Relevant certifications and/or experience can be in lieu of degree requirements* Minimum of 3-5 years of technical support or help desk experience * Previous experience in a Lead Help Desk, Help Desk Supervisor, or senior technical support rolepreferred * Strong troubleshooting, leadership, organizational, and customer service skills * Experience supporting Windows-based enterprise environments and secure IT systems * Familiarity with: o STIG implementation and remediation o SCAP tools and vulnerability scanning o DoD cybersecurity practices and compliance requirements * Previous experience working in a SCIF environment * Ability to obtain CompTIA Security+ certification within 90 days of hire * Active Top-Secret clearance OR ability to obtain a Top-Secret clearance Page 3of 3 * Strong written and verbal communication skills * Ability to work independently and in team-oriented environmentsPreferred Qualifications* Active CompTIA Security+ certification * Previous ISSO, ISSM, or cybersecurity compliance experience * Experience supporting RMF (Risk Management Framework) processes * Familiarity with NIST 800-53 controls * Experience with: o Active Directory o Group Policy o Endpoint management platforms o Vulnerability management tools o Ticketing systems such as ServiceNow or Jira * Prior military or federal contracting experience * Experience supporting classified government systems* Candidates with previous Top Secret clearance experience are strongly preferred Working Conditions:* Work is performed in office, secure, and classified operational environments, including SCIFfacilities. * Position requires prolonged computer use and frequent interaction with end users in fast-pacedsupport environments. * Employee may be required to respond to technical support issues outside of normal businesshours based on operational or mission requirements. * Occasional lifting and movement of IT equipment may be required. * Position requires adherence to established security, cybersecurity, and operational procedures. * Limited remote work opportunities may be available based on mission and security requirements.* Ability to lift at least 25 pounds* Ability to travel as required, approximately 10%M1 Support Services, headquartered in Westlake, Texas provides a variety of professional, technical, and maintenanceservices to the Department of Defense and government agencies. M1 Support Services is an equal opportunity employer. All qualified applicants will receive consideration for employmentwithout regard to disability, or veteran status. M1 Support Services offers a comprehensive benefits package including several options for Medical, Dental, Vision, Life andDependent Life, AD&D, Short-and Long-term Disability. We also offer Flexible Spending Accounts for qualified health anddependent care expenses, as well as a free Employee Assistance Program.

Required

Preferred

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