Global Help Desk Lead — ITIL, Cloud & On-Prem Support

Base-2 Solutions, LLC; Florida; On-site; USD 90,000 - 120,000; Full time

Job summary

Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS task order. The role leads a global authentication support operation and a technical help desk team to ensure high-quality IT support for cloud-based and on-premises environments.

The ideal candidate will have a Bachelor’s degree in IT/CS or 5+ years of equivalent IT service management experience, with strong customer service, leadership, and SLA compliance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management.
• Demonstrated experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance.
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking.

Responsibilities

• Manage global authentication support operations.
• Lead and manage a technical help desk team.
• Ensure high-quality IT support services for cloud-based and on-premises environments.
• Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
• Provide strong customer service, team leadership, and incident resolution.

Skills

Customer service

Team leadership

Incident resolution

IT service management

Remote desktop management

Enterprise device provisioning

IT asset tracking

Education

Bachelor’s degree in IT/CS or related field

5+ years equivalent IT service management experience

Tools

JIRA

ServiceNow

Job description

Position Summary

Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS task order. The Help Desk Lead manages global authentication support operations and leads a technical help desk team to ensure high-quality IT support services for cloud-based and on-premises environments.

Essential Duties and Responsibilities

• Manage global authentication support operations.
• Lead and manage a technical help desk team.
• Ensure high-quality IT support services for cloud-based and on-premises environments.
• Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
• Provide strong customer service, team leadership, and incident resolution.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management.
• Demonstrated experience 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.

Preferred Qualifications

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

Required Education and Experience Equivalency

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• OR 5 years of equivalent experience in IT service management.

Required Certifications

• None specified.

Required Security Clearance

• Active Top Secret/SCI