Help Desk Lead
Leads a technical help desk team supporting a USSOUTHCOM task order, managing global authentication support operations and IT support for cloud-based and on-premises environments. Day-to-day work covers team leadership, incident resolution, SLA compliance, and ticketing administration using ITIL practices, JIRA, and ServiceNow.
- Compensation
- Not disclosed
- Location
- Doral, FL
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in Information Technology, Computer Science, or related field OR minimum 5 years equivalent experience in IT service management
- Demonstrated experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance
- Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
- Active Top Secret/SCI security clearance
- Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow)
Nice to have
- ITIL Foundation Certification
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+
Full description
Position Summary
Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS task order. The Help Desk Lead manages global authentication support operations and leads a technical help desk team to ensure high-quality IT support services for cloud-based and on-premises environments.
Essential Duties and Responsibilities
- Manage global authentication support operations.
- Lead and manage a technical help desk team.
- Ensure high-quality IT support services for cloud-based and on-premises environments.
- Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
- Provide strong customer service, team leadership, and incident resolution.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management.
- Demonstrated experience 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.
Preferred Qualifications
- ITIL Foundation Certification.
- Microsoft Certified: Modern Desktop Administrator Associate.
- CompTIA A+.
Required Education and Experience Equivalency
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- OR 5 years of equivalent experience in IT service management.
Required Certifications
- None specified.
Required Security Clearance
- Active Top Secret/SCI
Equal Employment Opportunity
Base-2 Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law, and will not be discriminated against on the basis of disability. Learn more: