Help Desk Lead: Top Secret/SCI ITIL Ops (On-Site)

Base-2 Solutions

Town of Florida (NY)

On-site

USD 70,000 - 110,000

Full time

34 hours ago

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Benefits offered by this job

Medical premiums

Dental coverage

Vision coverage

401(k) match

PTO & holidays

Job summary

Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS with on-site responsibilities in Doral, FL. The role oversees global authentication support operations and leads a technical help desk team delivering IT support for cloud-based and on-prem environments.

The ideal candidate holds a Bachelor's degree in IT/CS or 5+ years in IT service management, with experience in leading help desks, ITIL practices, and ticketing systems (JIRA, ServiceNow).

Qualifications

Bachelor's degree in Information Technology or Computer Science or 5+ years of equivalent IT service management experience.
Experience leading a help desk and ensuring SLA compliance.
Experience with remote desktop management, device provisioning, and IT asset tracking.

Responsibilities

Manage global authentication support operations.
Lead and manage a technical help desk team.
Ensure high-quality IT support for cloud-based and on-prem environments.
Apply ITIL service management principles and ticketing (JIRA, ServiceNow).
Provide strong customer service, team leadership, and incident resolution.

Skills

Leadership

ITIL

Customer service

Education

Bachelor's degree in IT/CS

5+ years IT service management

Tools

JIRA

ServiceNow

Remote management tools

Asset tracking systems

Job description

The ideal candidate holds a Bachelor's degree in IT/CS or 5+ years in IT service management, with experience in leading help desks, ITIL practices, and ticketing systems (JIRA, ServiceNow).

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