Help Desk Lead
Core
Lead a technical help desk team to manage global authentication support, troubleshoot IAM/security issues, and enforce SLAs for a DoD data ecosystem.
Role type
Senior IC Help Desk Lead
Builds
Scalable, federated data ecosystem with real-time information sharing capabilities
Domain
Defense & Government / Identity & Access Management (IAM)
Deliverable
client delivery
Required skills
Team leadership, ITIL principles, ticketing system administration, remote desktop management, enterprise device provisioning, incident resolution, SLA compliance
Preferred skills
ITIL Foundation Certification, Microsoft Modern Desktop Administrator, CompTIA A+
Technologies
ServiceNow, JIRA, CAC, SSO, MFA
Responsibilities
Manage global authentication support operations, Develop and enforce Service Level Agreements (SLAs), Coordinate help desk workflows using ITSM platforms, Provide technical support for CAC authentication and access control policies, Submit Help Desk Performance & Support Metrics Report
Seniority
Senior, hands-on IC