Help Desk Lead

Prescient Edge is seeking a Help Desk Lead to support a Federal Government client. The availability of this position is contingent upon contract award. Benefits A competitive salary with performance bonus opportunities. Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage. A substantial retirement plan with no vesting schedule. Career development opportunities, including on-the-job training, tuition reimbursement, and networking. A positive work environment where employees are respected, supported, and engaged. Description The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems. The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting. The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence. Job Requirements Experience 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. Personnel 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. Personnel must have 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. Education Bachelor’s degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management. Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+. Security clearance Active TS/SCI clearance. Prescient Edge is an Equal Opportunity Employer (EEO). All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic that is protected by law. We strive to foster equity and inclusion throughout our organization because we believe that diversity of thought is critical for creating a safe and engaging work environment while also enabling the organization’s success. #J-18808-Ljbffr