Help Desk Lead Mid

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

• 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.
• 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.
• 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.

• ITIL Foundation Certification Microsoft Certified: Modern Desktop Administrator Associate or CompTIA A.

ABOUT NALLEY CONSULTING

Nalley Consulting is a Service Disabled Veteran Owned Small Business working with prime partners to staff Department of Defense and Intelligence Community positions. Created by a U.S. Navy intelligence veteran Nalley Consulting has grown to include multiple IDIQ vehicles in several states.

Nalley Consulting fringe benefits include:

• Excellent medical dental and vision benefits
• PTO
• 11 paid federal holidays
• Tuition assistance
• Paid military-reserve leave
• Paid parental leave for birth or adoption
• 401k matching up to 5 percent of the base salary
• Flex time
• Company-paid short-term disability long-term disability and life insurance.