Help Desk Lead with Security Clearance

Prescient Edge; Florida; Presencial; USD 85.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Healthcare benefits

Retirement plan (no vesting)

Career development

Positive work environment

Descripción de la vacante

Prescient Edge in Florida is seeking a seasoned IT Help Desk Manager to lead global authentication support and IAM operations. You will develop and enforce SLAs, coordinate help desk workflows across ITSM tools, and ensure robust access control policies with CAC, SSO, and MFA.

Ideal candidates hold a Bachelor’s in IT/CS or 5+ years of ITSM experience, and possess TS/SCI clearance, plus hands-on experience with JIRA and ServiceNow.

Formación

• Bachelor’s degree in IT or 5+ years of IT service management experience.
• Active TS/SCI clearance required.
• Experience leading a technical help desk team.
• Proficiency in ITIL service management principles.
• Experience with remote desktop management and enterprise device provisioning.

Responsabilidades

• Manage global authentication support operations, troubleshooting IAM access issues.
• Develop and enforce SLAs for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using ITSM platforms (ServiceNow, JIRA).
• Provide technical support for CAC authentication, SSO, MFA, and access control policies.
• Submit the Help Desk Performance & Support Metrics Report detailing ticket resolution and SLA adherence.

Conocimientos

Leadership

Customer service

Incident resolution

Troubleshooting

Educación

Bachelor’s degree in IT/CS or 5+ years ITSM experience

Herramientas

JIRA

ServiceNow

Descripción del empleo

Please note that the availability of this position is contingent upon contract award.

Benefits

At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyone's success.

To that end, we provide employees with a best-in-class benefits package that includes:

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

Job Responsibilities

• The contractor shall manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
• The contractor shall develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
• The contractor shall coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• The contractor shall provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
• The contractor shall submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Job Requirements

• Proposed personnel possess the knowledge and capability to lead and manage a technical help desk team, ensuring high quality IT support services for cloud-based and on premises environments.
• Personnel must be proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
• Strong customer service, team leadership, and incident resolution skills are required.
• Personnel must have demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance. Experience with remote desktop management, enterprise device provisioning, and IT asset tracking is required. Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
• Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+. Security clearance:
• Active TS/SCI clearance. Location:
• Doral, Florida. (USSOUTHCOM Headquarters)