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# WO-002 Help Desk Lead

- **Company:** ENDURION LLC
- **Location:** Doral, FL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Cloud Computing, Issue Tracking Systems, Remote Desktop Services, Software Troubleshooting, Information Technology, Servicenow
- **Published:** May 30, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8944812/wo-002-help-desk-lead

## About the Role

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.

## Description

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.


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