Help Desk Lead — IAM & Access Security (TS/SCI)

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 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.