Help Desk Lead | TS/SCI On-Site IT

Base-2 Solutions; Town of Florida (NY); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401(k)

Paid time off

Holidays

Job summary

Base-2 Solutions in Doral, FL is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS. You will manage global authentication support operations and lead a technical help desk team to ensure high-quality IT support for cloud-based and on‑premises environments.

The role requires a Bachelor's in IT/CS or 5+ years in IT service management, experience leading a help desk, and familiarity with ITSM workflows, SLA compliance, and tools like JIRA and ServiceNow.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management.
• Demonstrated experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance.
• Experience with remote desktop management, enterprise 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 services for cloud-based and on-premises environments.
• Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
• Provide strong customer service, team leadership, and incident resolution.

Skills

Help desk leadership

IT service management

Remote desktop management

SLA compliance

Customer service

Education

Bachelor's degree in IT/CS

5+ years equivalent IT service management

Tools

JIRA

ServiceNow

Job description

Base-2 Solutions in Doral, FL is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS. You will manage global authentication support operations and lead a technical help desk team to ensure high-quality IT support for cloud-based and on‑premises environments.

The role requires a Bachelor's in IT/CS or 5+ years in IT service management, experience leading a help desk, and familiarity with ITSM workflows, SLA compliance, and tools like JIRA and ServiceNow.