Help Desk Lead
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