Help Desk Lead

Streamline Defense; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

None

Job summary

Streamline Defense seeks a Help Desk Lead to support the USSOUTHCOM Enterprise Data & Analytics program on-site at USSOUTHCOM Headquarters in Doral, Florida. An active TS/SCI clearance is required.

You will lead a technical help desk team, implement ITIL-based processes, and manage ticketing workflows in JIRA and ServiceNow while delivering strong customer service and SLA compliance.

Qualifications

• Active TS/SCI clearance.
• Bachelor's degree or 5 years IT service management experience.
• Experience leading a help desk team and SLA compliance.
• Experience with remote desktop management and asset tracking.

Responsibilities

• Lead and manage a technical help desk team.
• Apply ITIL service management principles across the support operation.
• Administer JIRA and ServiceNow workflows, queues, and reporting.
• Drive incident resolution and customer service.

Skills

Help desk leadership

ITIL knowledge

Customer service

Incident management

Education

Bachelor's degree

Tools

JIRA

ServiceNow

Remote desktop

Job description

Overview

Streamline Defense is seeking a Help Desk Lead to support the U.S. Southern Command (USSOUTHCOM) Enterprise Data & Analytics (EDA) program on-site at USSOUTHCOM Headquarters in Doral, FL. An active TS/SCI clearance is required.

Responsibilities

• Lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
• Apply ITIL service management principles and structured troubleshooting methodologies across the support operation.
• Administer ticketing systems such as JIRA and ServiceNow, including support workflows, queues, and reporting.
• Drive incident resolution and deliver strong customer service to end users.

Requirements

• Active TS/SCI clearance.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or five (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.

Desired Qualifications

• Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+.

About Streamline

Streamline is a professional and technical solutions company focused on the U.S. Defense, Intelligence, and Special Operations communities. Our talented team of analysts, engineers, and military professionals support our clients' most demanding missions. We offer an unmatched opportunity to grow and learn in an exciting and entrepreneurial environment. Highly motivated individuals will find a culture that values their individual input and compensates them well for their efforts.

Streamline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.