Help Desk Lead

Prescient Edge; Florida; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive bonus opportunities

Healthcare benefits (medical/vision/dn

Retirement plan

Career development support

Positive work environment

Job summary

Prescient Edge is seeking a Help Desk Lead to oversee global authentication support operations for a Federal Government client. The role emphasizes IAM and cloud/SaaS access controls within an ITIL framework and requires strong leadership of a technical team.

Responsibilities include SLA development, incident management, and reporting on ticket trends. A TS/SCI background is highly valued; the position may be contingent on contract award and includes a competitive benefits package.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field or five years of equivalent ITSM experience.
• ITIL Foundation, Microsoft Modern Desktop or CompTIA A+ certifications are a plus.

Responsibilities

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

Skills

ITIL service management

Leadership

Customer service

Incident resolution

Remote desktop

IT asset tracking

Education

Bachelor’s degree in IT or related field

Five years ITSM experience

Tools

JIRA

ServiceNow

CAC authentication

SAML/SSO/MFA

Job description

Prescient Edge is seeking aHelp Desk Leadto support a Federal Government client.

Please note that the availability of this position is contingent upon contract award.

AtPrescientEdge, we believe that acting with integrity and serving our employees is the key to everyone's success. To that end, we provide employees with a best-in-class benefits package that includes:

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

Description

• The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
• The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
• The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
• The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Job Requirements

Experience

• 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.
• Personnel 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.
• Personnel must have 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.

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
• Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+.

Security clearance

• Active TS/SCI clearance.

Location

Prescient Edge is a Veteran-Owned Small Business (VOSB) founded as a counterintelligence (CI) and Human Intelligence (HUMINT) company in 2008. We are a global operations and solutions integrator delivering full-spectrum intelligence analysis support, training, security, and RD&E support solutions to the Department of Defense and throughout the intelligence community. Prescient Edge is an Equal Opportunity Employer (EEO). All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic that is protected by law. We strive to foster equity and inclusion throughout our organization because we believe that diversity of thought is critical for creating a safe and engaging work environment while also enabling the organization’s success.