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WO-002 Help Desk Lead
Job
Endurion
Remote
Full-Time
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Job Description
Job Requirements Doral, FL Top Secret/SCI Polygraph not specified Mid Level Career (5+ yrs experience) Salary not specified Join Premium to unlock estimated salaries Job Description WO-002 Help Desk Lead Position Summary 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. Job Description
- 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. Required Qualifications and Experience 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. Required Skills and Competencies
- 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. Education
- 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.