Help Desk Lead with Security Clearance

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

• 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.

Location

Doral, Florida. (USSOUTHCOM Headquarters)