Help Desk Lead

Base-2 Solutions; Town of Florida (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical premiums

Dental coverage

Vision coverage

401(k) match

PTO & holidays

Job summary

Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS with on-site responsibilities in Doral, FL. The role oversees global authentication support operations and leads a technical help desk team delivering IT support for cloud-based and on-prem environments.

The ideal candidate holds a Bachelor's degree in IT/CS or 5+ years in IT service management, with experience in leading help desks, ITIL practices, and ticketing systems (JIRA, ServiceNow).

Qualifications

• Bachelor's degree in Information Technology or Computer Science or 5+ years of equivalent IT service management experience.
• Experience leading a help desk and ensuring SLA compliance.
• Experience with remote desktop management, 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 for cloud-based and on-prem environments.
• Apply ITIL service management principles and ticketing (JIRA, ServiceNow).
• Provide strong customer service, team leadership, and incident resolution.

Skills

Leadership

ITIL

Customer service

Education

Bachelor's degree in IT/CS

5+ years IT service management

Tools

JIRA

ServiceNow

Remote management tools

Asset tracking systems

Job description

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

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

Equal Employment Opportunity

Base-2 Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law, and will not be discriminated against on the basis of disability. Learn more: base-2solutions.com/eeo

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).