WO-Help Desk Lead Security Clearance

Position: WO-002 Help Desk Lead with Security Clearance
WO-002 Help Desk Lead Position Summary
The Help Desk Lead supports mission-critical objectives under the referenced work order by leading and managing a technical help desk team ensuring high-quality IT support services for cloud-based and on-premises environments. This role manages global authentication support operations and ensures SLA compliance. This future opportunity is contingent upon award.

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, Service Now), 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
The contractor shall provide personnel who meet one of the following requirements:

• 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. Candidates must have 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, Service Now).

• 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)

• Microsoft 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.