Help Desk Lead - Global IT Support & ITIL Lead

Base-2 Solutions; Miami (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off (PTO)

Floating holidays

Employee referral bonuses up to $10,0

Bonus opportunities for performance

Job summary

Base-2 Solutions seeks a Help Desk Lead to oversee global authentication support and lead a technical help desk team. The role covers IT support for cloud-based and on-premises environments, emphasizing strong customer service and incident resolution.

Required credentials include TS/SCI clearance and a relevant IT degree or equivalent experience, with ITIL certification and knowledge of JIRA/ServiceNow to optimize workflows and SLA compliance.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5 years of equivalent IT service management experience.
• Active Top Secret/SCI clearance required.
• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.
• CompTIA A+.

Responsibilities

• Manage global authentication support operations.
• Lead and manage a technical help desk team.
• Ensure high-quality IT support 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

ITIL

Remote desktop

Device provisioning

Asset tracking

SLA compliance

Team leadership

Customer service

Education

Bachelor's degree in Information Technology or Computer Science

5 years IT service management experience

Tools

JIRA

ServiceNow

Job description

Base-2 Solutions seeks a Help Desk Lead to oversee global authentication support and lead a technical help desk team. The role covers IT support for cloud-based and on-premises environments, emphasizing strong customer service and incident resolution.

Required credentials include TS/SCI clearance and a relevant IT degree or equivalent experience, with ITIL certification and knowledge of JIRA/ServiceNow to optimize workflows and SLA compliance.