Help Desk Lead; Pre-Award Security Clearance

Position: Help Desk Lead (Pre-Award) with Security Clearance
Join a team supporting U.S. Southern Command’s Enhanced Domain Awareness (EDA) initiative, helping deliver reliable IT services that support mission-critical intelligence, analytics, and operational capabilities. This role will lead help desk operations supporting both cloud-based and on-premises environments, ensuring users receive responsive, high-quality technical support while maintaining service delivery standards across the organization.

Note:

This position is contingent upon contract award, which is expected in 30-60 days. What You’ll Do
* Lead and manage day-to-day help desk operations supporting enterprise users and mission systems.
* Supervise and mentor help desk personnel, ensuring effective service delivery and customer support.
* Manage ticket queues, escalations, and incident resolution activities using enterprise ticketing platforms.
* Implement and maintain IT support workflows, processes, and service management best practices.
* Monitor and report on Service Level Agreement (SLA) performance and help desk metrics.
* Coordinate support activities across cloud-based and on-premises environments.
* Support enterprise device provisioning, account management, and IT asset tracking activities.
* Troubleshoot and resolve complex technical issues while serving as an escalation point for support staff.
* Collaborate with infrastructure, cybersecurity, and engineering teams to support operational continuity and user satisfaction. What We Require
* Bachelor’s degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent professional experience.
* Experience managing a help desk or service desk team in an enterprise environment.
* Experience implementing IT support workflows and ensuring SLA compliance.
* Experience with ticketing platforms such as Service Now, JIRA, or similar service management tools.
* Experience supporting remote desktop management, enterprise device provisioning, and IT asset tracking.
* Strong troubleshooting, incident management, and customer service skills. What We Value
* Knowledge of ITIL service management principles and best practices.
* Experience supporting cloud-based and hybrid IT environments.
* Experience supporting DoD, Federal, or other large enterprise organizations.
* Certifications such as ITIL Foundation, Microsoft Certified:
Modern Desktop Administrator Associate, CompTIA A+, or related credentials.
* Experience leading teams in fast-paced, mission-driven environments. EEO Commitment All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.