Help Desk Lead - Mid

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.
• 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
• CompTIA A+