Help Desk Lead - Mid

Doral, FL

Full Time

Mid Level

Join the Nalley Consulting team at Southcom HQ.

Position: Help Desk Lead
LCAT: Mid
Location: SOUTHCOM HQ, Doral, FL / On-site
Office: U.S. SOUTHERN Command J2

Required clearance: TS/SCI

Required education: Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.

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.

Required Experience:

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.

Desired Qualifications:

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

ABOUT NALLEY CONSULTING

Nalley Consulting is a Service Disabled Veteran Owned Small Business working with prime partners to staff Department of Defense and Intelligence Community positions. Created by a U.S. Navy intelligence veteran, Nalley Consulting has grown to include multiple IDIQ vehicles in several states.

Nalley Consulting fringe benefits include:

Excellent medical, dental, and vision benefits
PTO
11 paid federal holidays
Tuition assistance
Paid military-reserve leave
Paid parental leave for birth or adoption
401k matching up to 5 percent of the base salary
Flex time
Company-paid short-term disability, long-term disability, and life insurance.

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Thanks for your interest in Nalley Consulting.We are a veteran-owned company working with prime partners to staff positions supporting the Department of Defense and Intelligence Community through multiple IDIQ vehicles in several states.

Help Desk Lead - Mid

Apply for this position

Thanks for your interest in Nalley Consulting.

We are a veteran-owned company working with prime partners to staff positions supporting the Department of Defense and Intelligence Community through multiple IDIQ vehicles in several states.