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# Help Desk Lead - Mid

- **Company:** Nalley Consulting
- **Location:** Doral, FL, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** JIRA, Cloud Computing, Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Remote Desktop Services, Single Sign-On, Software Troubleshooting, Information Technology, Servicenow
- **Published:** July 15, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8949473/help-desk-lead-mid

## About the Role

Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management., * Demonstrated experience in 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 is required.
 * Proposed personnel possess the knowledge and capability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
 * Must be proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
 * Strong customer service, team leadership, and incident resolution skills are required.

 * ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+.

## Description

* Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
 * Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
 * Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
 * Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
 * Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.


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