Help Desk Lead

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Full Time Professional TAMPA, FL, US

8 days ago Requisition

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.

• 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.

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.
• IT asset tracking and management.

• 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.

• 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)

An active TS/SCI security clearance is required for on-site duty location