Help Desk Lead - Mid
Nalley Consulting
Join the Nalley Consulting team at Southcom HQ. Position: Help Desk Lead LCAT: Mid Location: SOUTHCOM HQ, Doral, FL / On-site Office: U.S. SOUTHERN Command J2 Required clearance: TS/SCI Required education: Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management. Description 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. Required Experience 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. Proposed personnel possess the knowledge and capability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments. Must be 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. Desired Qualifications ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+. 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. #J-18808-Ljbffr Nalley Consulting
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