Lead Help Desk Engineer — ITSM & Secure Support (TS/SCI)

Booz Allen Hamilton; Town of Florida (NY); Hybrid; USD 86,800 - 198,000; Full time

Job summary

Booz Allen Hamilton is seeking a Help Desk Lead to provide in-depth support, lead problem solving, and implement IT service management practices for technology products and applications. The role requires leading a help desk team and mentoring staff across company and technical competencies, with TS/SCI clearance and a bachelor's degree.

You will manage IT support workflows, ensure SLA compliance, and oversee remote desktop management, device provisioning, and IT asset tracking in both

Qualifications

• 5+ years of experience in IT service management.
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking.
• Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow
• Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
• Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
• TS/SCI clearance
• Bachelor's degree

Responsibilities

• Lead problem solving and implementation efforts for technology products or applications.
• Mentor or supervise employees in both company and technical competencies.
• Maintain high-quality IT support services for cloud-based and on-premises environments.

Skills

IT service management

Remote desktop management

Device provisioning

IT asset tracking

ITIL principles

JIRA

ServiceNow

SLA compliance

Leadership

Education

Bachelor's degree

Master's degree

Tools

JIRA

ServiceNow

Job description

Booz Allen Hamilton is seeking a Help Desk Lead to provide in-depth support, lead problem solving, and implement IT service management practices for technology products and applications. The role requires leading a help desk team and mentoring staff across company and technical competencies, with TS/SCI clearance and a bachelor's degree.

You will manage IT support workflows, ensure SLA compliance, and oversee remote desktop management, device provisioning, and IT asset tracking in both