Job description

Position Summary Base-2 Solutions is seeking a Help Desk Lead to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS task order. The Help Desk Lead manages global authentication support operations and leads a technical help desk team to ensure high-quality IT support services for cloud-based and on-premises environments. Essential Duties and Responsibilities • Manage global authentication support operations. • Lead and manage a technical help desk team. • Ensure high-quality IT support services for cloud-based and on-premises environments. • Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow). • Provide strong customer service, team leadership, and incident resolution. Required Qualifications • Bachelor's degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management. • Demonstrated experience 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. Preferred Qualifications • ITIL Foundation Certification. • Microsoft Certified: Modern Desktop Administrator Associate. • CompTIA A+. Required Education and Experience Equivalency • Bachelor's degree in Information Technology, Computer Science, or a related field. • OR 5 years of equivalent experience in IT service management. Required Certifications • None specified. Required Security Clearance • Active Top Secret/SCI Equal Employment Opportunity Base-2 Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law, and will not be discriminated against on the basis of disability. Learn more: base-2solutions.com/eeo

Requirements

Must-haves

Essential Duties and Responsibilities
Manage global authentication support operations.
Lead and manage a technical help desk team.
Ensure high-quality IT support services for cloud-based and on-premises environments.
Apply ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
Provide strong customer service, team leadership, and incident resolution.
Bachelor's degree in Information Technology, Computer Science, or a related field OR a minimum of 5 years of equivalent experience in IT service management.
Demonstrated experience 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.
Required Education and Experience Equivalency
OR 5 years of equivalent experience in IT service management.
Required Certifications
Required Security Clearance

Nice-to-haves

ITIL Foundation Certification.
Microsoft Certified: Modern Desktop Administrator Associate.
Bachelor's degree in Information Technology, Computer Science, or a related field.
None specified.
Active Top Secret/SCI

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jira

Platform: taleo-tbe
Effort: medium

Benefits

Benefits detected in the listing.

Vision