Global IAM Help Desk Lead — SLA-Driven Support

Prescient Edge

Florida

On-site

USD 85,000 - 120,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Healthcare benefits

Retirement plan (no vesting)

Career development

Positive work environment

Job summary

Prescient Edge in Florida is seeking a seasoned IT Help Desk Manager to lead global authentication support and IAM operations. You will develop and enforce SLAs, coordinate help desk workflows across ITSM tools, and ensure robust access control policies with CAC, SSO, and MFA.

Ideal candidates hold a Bachelor’s in IT/CS or 5+ years of ITSM experience, and possess TS/SCI clearance, plus hands-on experience with JIRA and ServiceNow.

Qualifications

Bachelor’s degree in IT or 5+ years of IT service management experience.
Active TS/SCI clearance required.
Experience leading a technical help desk team.
Proficiency in ITIL service management principles.
Experience with remote desktop management and enterprise device provisioning.

Responsibilities

Manage global authentication support operations, troubleshooting IAM access issues.
Develop and enforce SLAs for response times, ticket resolution, and escalation procedures.
Coordinate help desk workflows using ITSM platforms (ServiceNow, JIRA).
Provide technical support for CAC authentication, SSO, MFA, and access control policies.
Submit the Help Desk Performance & Support Metrics Report detailing ticket resolution and SLA adherence.

Skills

Leadership

Customer service

Incident resolution

Troubleshooting

Education

Bachelor’s degree in IT/CS or 5+ years ITSM experience

Tools

JIRA

ServiceNow

Job description

Ideal candidates hold a Bachelor’s in IT/CS or 5+ years of ITSM experience, and possess TS/SCI clearance, plus hands-on experience with JIRA and ServiceNow.

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