Nv5
A leading provider of engineering, consulting, and technical services across diverse sectors.
Help Desk Lead
Lead a help desk team providing IT support for US Army Garrison, ensuring SLA compliance.
Job Highlights
About the Role
The Help Desk Lead will manage global authentication support operations, troubleshooting user access issues related to IAM, security policies, and cloud authentication systems. They will develop and enforce Service Level Agreements for response times, ticket resolution, and escalation procedures, and coordinate Help Desk workflows using ITSM platforms such as ServiceNow or JIRA. Additional duties include providing technical support for CAC authentication, Single Sign‑On, Multi‑Factor Authentication, and access control policies. • Manage global authentication support and troubleshoot IAM, security policy, and cloud access issues. • Develop, enforce, and monitor Service Level Agreements for response and resolution times. • Coordinate Help Desk ticket workflows using ServiceNow or JIRA. • Provide CAC, Single Sign‑On, Multi‑Factor Authentication, and access‑control technical support. • Lead a technical help desk team and ensure SLA compliance. • Oversee remote desktop management, enterprise device provisioning, and IT asset tracking.
Key Responsibilities
- ▸iam support
- ▸sla management
- ▸ticket workflow
- ▸mfa support
- ▸team lead
- ▸asset tracking
What You Bring
NV5 Geospatial is actively recruiting a Help Desk Lead. The role requires strong capabilities in leading and managing a technical help desk team and ensuring high‑quality IT support services for cloud‑based and on‑premises environments. The position is based at US Army Garrison Miami/US Southern Command, requires US citizenship, a basic background check, and the successful candidate must obtain a TS/SCI clearance. The minimum requirements are a bachelor’s degree in IT, Computer Science or a related field (or five years equivalent experience), a TS/SCI US Government security clearance, and demonstrated experience managing a help desk team, implementing support workflows, and ensuring SLA compliance. Candidates must also have experience with remote desktop management, enterprise device provisioning, IT asset tracking, and the ability to manage and prioritize complex project tasks. Preferred qualifications include ITIL Foundation, Microsoft Modern Desktop Administrator, CompTIA Security+, Portuguese or Spanish language skills, and experience with government IT programs. • Hold a bachelor’s degree in IT/Computer Science or 5 + years equivalent experience. • Possess an active TS/SCI clearance. • Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, or CompTIA Security+ certification. • Preferred: Portuguese or Spanish language proficiency.
Requirements
- ▸ts/sci
- ▸itil
- ▸security+
- ▸modern desktop
- ▸help desk
- ▸it degree
Benefits
NV5 offers a competitive compensation and benefits package that includes medical, dental, life insurance, flexible time off, a 401(k) plan, and professional development and advancement opportunities. The company also provides an inclusive work environment and supports employee growth through training and mentorship. • Competitive salary with medical, dental, life insurance, flexible time off, and 401(k) benefits. • Opportunities for professional development and career advancement.
Work Environment
Onsite