Help Desk Lead

Overview

Streamline Defense is seeking a Help Desk Lead to support the U.S. Southern Command (USSOUTHCOM) Enterprise Data & Analytics (EDA) program on-site at USSOUTHCOM Headquarters in Doral, FL. An active TS/SCI clearance is required.

Responsibilities

• Lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
• Apply ITIL service management principles and structured troubleshooting methodologies across the support operation.
• Administer ticketing systems such as JIRA and ServiceNow, including support workflows, queues, and reporting.
• Drive incident resolution and deliver strong customer service to end users.

Requirements

• Active TS/SCI clearance.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
• Demonstrated experience 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.

Desired Qualifications

• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+

About Streamline

Streamline is a professional and technical solutions company focused on the U.S. Defense, Intelligence, and Special Operations communities. Our talented team of analysts, engineers, and military professionals support our clients' most demanding missions. We offer an unmatched opportunity to grow and learn in an exciting and entrepreneurial environment. Highly motivated individuals will find a culture that values their individual input and compensates them well for their efforts.