WO-002 Help Desk Lead

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., * 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, ServiceNow), 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.
• Implementing IT support workflows.
• Ensuring Service Level Agreement (SLA) compliance.
• Remote desktop management and enterprise device provisioning.
• IT asset tracking and management., * Expertise in ITIL service management principles and troubleshooting methodologies.
• Working knowledge of ticketing system administration (JIRA, ServiceNow).
• 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)

Clearance Requirement

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