Help Desk Lead: IAM, SSO & Cloud Access Expert

Prescient Edge; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Prescient Edge is seeking a contractor to lead global authentication support operations, ensuring IAM, security policy compliance, and cloud authentication efficiency. Role includes developing SLAs, coordinating ITSM workflows, and delivering CAC, SSO, MFA tech support.

The ideal candidate has ITIL expertise, strong leadership, and proven experience managing a remote/onsite help desk with ticketing systems such as ServiceNow and JIRA. Clearances preferred for sensitive environments.

Qualifications

• Bachelor’s degree in IT or CS, or 5 years equivalent ITSM experience.
• Experience leading a technical help desk team and ITIL practices.
• Strong knowledge of CAC, SSO, MFA, and access control policies.

Responsibilities

• Manage global authentication support operations for IAM, security policies, and cloud auth.
• Develop and enforce SLAs for response times, tickets, and escalation procedures.
• Coordinate help desk workflows using ITSM platforms (ServiceNow, JIRA).
• Provide technical support for CAC, SSO, MFA and access control.
• Submit the Help Desk Performance & Support Metrics Report with SLA metrics.
• Lead and manage a technical help desk team, ensuring high-quality IT support.
• Ensure SLA compliance and ITIL-principled service delivery.
• Experience with remote desktop, device provisioning, and asset tracking.

Skills

ITIL service management

Troubleshooting

Ticketing systems

JIRA

ServiceNow

Customer service

Team leadership

Incident resolution

Remote desktop

Device provisioning

Asset tracking

Education

Bachelor’s degree in IT or CS, or 5 years equivalent ITSM experience

5 years ITSM experience

Tools

ServiceNow

JIRA

Job description

Prescient Edge is seeking a contractor to lead global authentication support operations, ensuring IAM, security policy compliance, and cloud authentication efficiency. Role includes developing SLAs, coordinating ITSM workflows, and delivering CAC, SSO, MFA tech support.

The ideal candidate has ITIL expertise, strong leadership, and proven experience managing a remote/onsite help desk with ticketing systems such as ServiceNow and JIRA. Clearances preferred for sensitive environments.