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, Service. Now). 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