WO-002 Help Desk Lead with Security Clearance
Endurion · Miami, FL · 1 mo ago
Information TechnologyFull-time
Job Description
The Help Desk Lead is responsible for leading and managing a help desk team, implementing IT support workflows, and ensuring SLA compliance.
The position requires proficiency in ticketing system administration (JIRA, ServiceNow), troubleshooting, and ITIL service management principles.
Leaders will manage remote desktop management, enterprise device provisioning, and IT asset tracking.
The role includes managing global authentication support operations.
Required Qualifications and Experience
- A Bachelor's degree in Information Technology, Computer Science, or a related field; or
- A minimum of five (5) years of professional experience in IT service management.
- Demonstrated experience in the following areas:
- Managing a help desk team.
- Implementing IT support workflows.
- Ensuring Service Level Agreement (SLA) compliance.
- Remote desktop management and enterprise device provisioning.
- IT asset tracking and management.
Required Skills and Competencies
- Expertise in ITIL service management principles and troubleshooting methodologies.
- Working knowledge of ticketing system administration (JIRA, ServiceNow).
- Proficiency in remote desktop management and enterprise device provisioning.
- Strong customer service, team leadership, and incident resolution skills.
- Ability to manage global authentication support operations.
Education
- Bachelor's degree in a relevant field, or an equivalent combination of education and experience.
- ITIL Foundation Certification (Preferred, Not Required)
- Micrsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required)
- CompTIA A+ (Preferred, Not Required)
Clearance Requirement
An active TS/SCI security clearance is required for on-site duty location.