Help Desk Lead

Phase2 Technology; Florida; On-site; USD 87,000 - 198,000; Full time

Job summary

Phase2 Technology seeks a Help Desk Lead to provide in-depth support, lead problem solving, and drive implementation efforts for key technology products. You will mentor staff, manage workflows, and ensure SLA quality across cloud and on-premise environments.

Applicants should have 5+ years in IT service management, TS/SCI clearance, and a Bachelor’s degree, with ITIL/desktop certs as pluses. This is a full-time position based in the United States.

Qualifications

• 5+ years of experience in IT service management.
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking.
• Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow.
• Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance.
• Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
• TS/SCI clearance.
• Bachelor's degree.

Responsibilities

• Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications.
• Mentor or supervise employees in both company and technical competencies.
• Lead and implement IT support workflows and ensure SLA compliance.
• Manage a help desk team and provide high-quality IT support for cloud-based and on-premises environments.

Skills

IT service management

Help desk leadership

SLA management

Cloud/on-premise support

Security clearance

Customer service

Team leadership

Incident resolution

Education

Bachelor's degree

Master's degree

ITIL Foundation

Microsoft Certified: Modern Desktop Administrator Associate

CompTIA A+ Certification

Tools

JIRA

ServiceNow

Job description

Job Number: R0245925

Help Desk Lead

The Opportunity:

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply leading-edge principles, theories, and concepts and contribute to the development of new principles and concepts. Work on unusually complex problems and provide highly innovative solutions. Operate with substantial latitude for unreviewed action or decision, and mentor or supervise employees in both company and technical competencies.

You Have:

• 5+ years of experience in IT service management
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
• Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow
• Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
• Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
• TS/SCI clearance
• Bachelor's degree

Nice If You Have:

• Possession of excellent customer service, team leadership, and incident resolution skills
• Master's degree
• ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+ Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.