Help Desk Lead - Mid

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:

• 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.

Required Experience: 

• 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.

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