Help Desk Lead - Mid Security Clearance
Job in
Doral, Miami-Dade County, Florida, USA
Listed on 2026-06-03
Listing for:
Nalley Consulting
Full Time
position Listed on 2026-06-03
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Join the Nalley Consulting team at Southcom HQ. Position:
Help Desk Lead
LCAT:
Mid
Location:
SOUTHCOM HQ, Doral, FL / On-site
Office: U.S. SOUTHERN Command J2 Required clearance: TS/SCI 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.
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 Service Now 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.
* 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.
* Must be proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, Service Now).
* Strong customer service, team leadership, and incident resolution skills are required. Desired
Qualifications:
* ITIL Foundation Certification, Microsoft Certified:
Modern Desktop Administrator Associate, or CompTIA A+. ABOUT NALLEY CONSULTING Nalley Consulting is a Service Disabled Veteran Owned Small Business working with prime partners to staff Department of Defense and Intelligence Community positions. Created by a U.S. Navy intelligence veteran, Nalley Consulting has grown to include multiple IDIQ vehicles in several states. Nalley Consulting fringe benefits include:
* Excellent medical, dental, and vision benefits
* PTO
* 11 paid federal holidays
* Tuition assistance
* Paid military-reserve leave
* Paid parental leave for birth or adoption
* 401k matching up to 5 percent of the base salary
* Flex time
* Company-paid short-term disability, long-term disability, and life insurance.
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