Help Desk Lead

Job Summary

Active TS/SCI w/Polygraph REQUIRED Please do not apply if you do not currently possess this level of clearance.

Telework:
None

• 14 years experience as a system engineer
• Bachelor’s degree in a technical discipline
  • 5 additional years of experience as a system engineer may be substituted for a degree

• The team is looking for a Help Desk Lead who can:
• Manage project help desk Jira tickets from customers seeking product support.
• Provide support for a suite of Data Management tools, including user access management, change requests, and real‑time troubleshooting of technical issues.
• Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain both internal and customer‑facing documentation in Confluence.
• Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow‑up, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities.
• Generate and deliver weekly and monthly performance, incident, and operational metrics.

• Demonstrated ability to operate as a self‑starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users.
• Provide support to IT systems, including day‑to‑day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers.
• Experience with Jira and Confluence.

$220,000 - $230,000 annually.

Excellent benefits package including 25 days PTO, 11 paid holidays, 100% employer‑paid healthcare for employees and dependents – available day 1, 8% 401(k) employer match – immediate vesting.

The salary range provided is an estimate based on current market conditions and may be adjusted based on factors such as experience, skills, and qualifications. The final salary offer will be determined after a thorough review of the candidate's background and alignment with the role. Please note that this range is subject to change and should be considered as a guideline rather than a definitive figure.

Shield Consulting Solutions is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.