Help Desk Lead - IAM & Global IT Support (TS-SCI)

SOSi; Town of Florida (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading defense and government services integrator based in New York is seeking a Help Desk Lead. This role involves managing global authentication support operations, developing Service Level Agreements, and coordinating help desk workflows using IT service management platforms like ServiceNow or JIRA. The ideal candidate should possess TS-SCI Clearance and have experience managing help desk teams, ensuring compliance with SLAs. Strong customer service and incident resolution skills are essential for this position.

Qualifications

• Active TS-SCI Clearance.
• Demonstrated experience managing a help desk team and SLA compliance.
• Experience with remote desktop management and IT asset tracking.

Responsibilities

• Manage global authentication support operations.
• Develop and enforce Service Level Agreements (SLAs).
• Coordinate help desk workflows using IT service management platforms.

Skills

Team leadership

Customer service

Incident resolution

Troubleshooting methodologies

Education

Bachelor's degree in Information Technology or related field

5 years of equivalent experience in IT service management

Tools

ServiceNow

JIRA

Job description

A leading defense and government services integrator based in New York is seeking a Help Desk Lead. This role involves managing global authentication support operations, developing Service Level Agreements, and coordinating help desk workflows using IT service management platforms like ServiceNow or JIRA. The ideal candidate should possess TS-SCI Clearance and have experience managing help desk teams, ensuring compliance with SLAs. Strong customer service and incident resolution skills are essential for this position.