What are the responsibilities and job description for the Help Desk Lead - Mid position at Nalley Consulting?
Join the Nalley Consulting team at Southcom HQ.
Position: Help Desk Lead
LCAT: Mid
Location: SOUTHCOM HQ, Doral, FL / On-site
Office: U.S. SOUTHERN Command J2
Required clearance: TS/SCI
Required education: Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
Description:
Desired Qualifications:
Position: Help Desk Lead
LCAT: Mid
Location: SOUTHCOM HQ, Doral, FL / On-site
Office: U.S. SOUTHERN Command J2
Required clearance: TS/SCI
Required education: Bachelor's degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent experience in IT service management.
Description:
- 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.
Desired Qualifications:
- 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.