Help Desk Lead

Prescient Edge is seeking aHelp Desk Leadto support a Federal Government client.

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

Benefits:

AtPrescientEdge we believe that acting with integrity and serving our employees is the key to everyones 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.

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.

Education:

• Bachelors 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)