Help Desk Lead with Security Clearance

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

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.

Description

• 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 Experience:
• 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.
• 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+.
• Active TS/SCI clearance.
• Doral, Florida. (USSOUTHCOM Headquarters)