Help Desk Lead (Pre-Award)

Job Description

Job Description

Barbaricum is a rapidly growing government contractor providing leading-edge support to federal customers, with a particular focus on Defense and National Security mission sets. We leverage more than 17 years of support to stakeholders across the federal government, with established and growing capabilities across Intelligence, Analytics, Engineering, Mission Support, and Communications disciplines. Founded in 2008, our mission is to transform the way our customers approach constantly changing and complex problem sets by bringing to bear the latest in technology and the highest caliber of talent.

Headquartered in Washington, DC's historic Dupont Circle neighborhood, Barbaricum also has a corporate presence in Tampa, FL, Bedford, IN, and Dayton, OH, with team members across the United States and around the world. As a leader in our space, we partner with firms in the private sector, academic institutions, and industry associations with a goal of continually building our expertise and capabilities for the benefit of our employees and the customers we support. Through all of this, we have built a vibrant corporate culture diverse in expertise and perspectives with a focus on collaboration and innovation. Our teams are at the frontier of the Nation's most complex and rewarding challenges. Join our team.

Join a team supporting U.S. Southern Command's Enhanced Domain Awareness (EDA) initiative, helping deliver reliable IT services that support mission-critical intelligence, analytics, and operational capabilities. This role will lead help desk operations supporting both cloud-based and on-premises environments, ensuring users receive responsive, high-quality technical support while maintaining service delivery standards across the organization.

Note: This position is contingent upon contract award, which is expected in 30-60 days.

What You'll Do

• Lead and manage day-to-day help desk operations supporting enterprise users and mission systems.
• Supervise and mentor help desk personnel, ensuring effective service delivery and customer support.
• Manage ticket queues, escalations, and incident resolution activities using enterprise ticketing platforms.
• Implement and maintain IT support workflows, processes, and service management best practices.
• Monitor and report on Service Level Agreement (SLA) performance and help desk metrics.
• Coordinate support activities across cloud-based and on-premises environments.
• Support enterprise device provisioning, account management, and IT asset tracking activities.
• Troubleshoot and resolve complex technical issues while serving as an escalation point for support staff.
• Collaborate with infrastructure, cybersecurity, and engineering teams to support operational continuity and user satisfaction.

What We Require

• Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent professional experience.
• Experience managing a help desk or service desk team in an enterprise environment.
• Experience implementing IT support workflows and ensuring SLA compliance.
• Experience with ticketing platforms such as ServiceNow, JIRA, or similar service management tools.
• Experience supporting remote desktop management, enterprise device provisioning, and IT asset tracking.
• Strong troubleshooting, incident management, and customer service skills.

What We Value

• Knowledge of ITIL service management principles and best practices.
• Experience supporting cloud-based and hybrid IT environments.
• Experience supporting DoD, Federal, or other large enterprise organizations.
• Certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, or related credentials.
• Experience leading teams in fast-paced, mission-driven environments.

EEO Commitment

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.