Help Desk Lead

Base-2 Solutions; Town of Florida (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical premiums paid

Dental premiums paid

Vision premiums paid

401(k) with match

PTO & floating holidays

Job summary

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

The role requires a Bachelor's degree in IT/CS or 5 years of equivalent ITSM experience, with ITIL and ServiceNow/JIRA familiarity preferred.

Qualifications

• Bachelor's degree in IT, CS, or related field, or 5+ years IT service management experience.
• Experience leading a help desk and implementing IT support workflows with 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

IT service management

Team leadership

Customer service

Remote desktop

Education

Bachelor's degree in IT or CS

5 years ITSM experience

Tools

JIRA

ServiceNow

Job description

• Required Security Clearance: Top Secret/SCI
• Location: Doral, FL
• Work Type: On-Site
• Shift: First

• Required Security Clearance: Top Secret/SCI
• Location: Doral, FL
• Work Type: On-Site
• Shift: First
• Referral Eligibility: Eligible
• U.S. Citizenship Required? Yes

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

Pay & Benefit Highlights

Compensation

• Competitive fixed salary or hourly pay (based on experience, skills, location, and internal equity).
• Employee referral bonuses up to $10,000 per hired referral.
• Additional bonus opportunities for exceptional performance and contributions to business development and company growth (role-dependent).

Health

• 100% company-paid medical premiums for employees and eligible dependents.
• Choose from multiple plan options with CareFirst, Kaiser, and UnitedHealthcare, including PPO, POS, HMO, and HSA-compatible plans.
• 100% company-paid dental premiums for employees and eligible dependents.
• 100% company-paid vision premiums for employees and eligible dependents.

Income Protection

• 100% company-paid premiums for short-term disability.
• 100% company-paid premiums for long-term disability.
• 100% company-paid premiums for accidental death & dismemberment (AD&D).
• 100% company-paid premiums for life insurance up to $200,000.

Retirement

• 401(k) with immediate vesting: 4% company match plus a 4% non-elective company contribution (8% total).
• 401(k) pre-tax and Roth options.

Leave

• Up to 20 days of flexible paid time off (PTO).
• 11 paid floating holidays.

Work-Life Balance

• Flexible work schedules, including flex time and compressed work periods (contract and project-dependent).