Help Desk Lead – IAM, SSO & MFA (TS/SCI)

Prescient Edge

Miami (FL)

On-site

USD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Salary with bonuses

Healthcare benefits

Retirement plan

Career development

Engaging environment

Job summary

Prescient Edge in Doral, Florida, seeks a Help Desk Lead to support a Federal Government client. You will manage global authentication operations, implement IAM policies, and develop SLAs for response times, ticket resolution, and escalation.

You will coordinate workflows in ITSM tools (ServiceNow or JIRA), provide CAC/SAML/SAML MFA access support, and deliver the Help Desk Metrics Report. Requirements include ITIL knowledge, Jira/ServiceNow experience, strong customer service, and relevant

Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field or five years equivalent IT service management experience.
Proficient in ITIL service management principles and troubleshooting methodologies.
Experience with JIRA and ServiceNow ticketing systems and workflows.
Strong customer service, team leadership, and incident resolution skills.
Experience managing a help desk team with remote desktop management and asset tracking.

Responsibilities

Manage global authentication support operations and troubleshoot 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 such as ServiceNow or 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.