Nv5
A leading provider of engineering, consulting, and technical services across diverse sectors.
Help Desk Lead
Lead help desk team, manage IT support, authentication, and SLA compliance for US Army Garrison.
Job Highlights
About the Role
Key responsibilities include managing global authentication support operations, developing and enforcing Service Level Agreements for response times and ticket resolution, and coordinating help desk workflows using IT service management platforms such as ServiceNow or JIRA. The Lead will also provide technical support for CAC authentication, Single Sign‑On, Multi‑Factor Authentication, and access control policies. • Lead and manage a technical help desk team supporting cloud and on‑premises environments. • Oversee global authentication support, troubleshooting IAM, security policies, and cloud login issues. • Develop and enforce SLAs for response times, ticket resolution, and escalations. • Coordinate help‑desk workflows using ITSM platforms such as ServiceNow or JIRA. • Provide technical support for CAC, SSO, MFA, and access‑control policies.
Key Responsibilities
- ▸help desk
- ▸iam
- ▸sla
- ▸itsm
- ▸cac
- ▸sso
What You Bring
NV5 Geospatial is actively recruiting a Help Desk Lead to lead and manage a technical help desk team that provides high‑quality IT support for both cloud‑based and on‑premises environments. The position is based at the US Army Garrison in Miami/US Southern Command, requires US citizenship, a basic background check for access to military bases, and the successful candidate must obtain a TS/SCI clearance. Candidates must hold a bachelor’s degree in Information Technology, Computer Science, or a related field, or possess five years of equivalent IT service management experience, and must have an active TS/SCI clearance. Required qualifications include demonstrated experience managing a help desk team, implementing IT support workflows, ensuring SLA compliance, remote desktop management, enterprise device provisioning, and IT asset tracking, as well as the ability to prioritize complex project tasks. Preferred qualifications are ITIL Foundation certification, Microsoft Modern Desktop Administrator certification, CompTIA Security+, Portuguese or Spanish language skills, and experience with government IT programs. • Maintain US citizenship and pass background checks for military base access; obtain TS/SCI clearance. • Require a Bachelor’s degree in IT/CS or five years of equivalent IT service management experience. • Demonstrated experience managing help‑desk operations, SLA compliance, remote desktop, device provisioning, and asset tracking. • Preferred certifications: ITIL Foundation, Microsoft Modern Desktop Administrator, CompTIA Security+. • Preferred language skills: Portuguese or Spanish; experience with government IT programs.
Requirements
- ▸ts/sci
- ▸bachelor's
- ▸help desk
- ▸itil
- ▸remote desktop
- ▸sla
Benefits
NV5 offers a competitive compensation and benefits package that includes medical, dental, and life insurance, flexible time off, a 401(k) plan, and opportunities for professional development and advancement. The company is an equal opportunity employer, committed to non‑discrimination based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, and other protected characteristics. • Offer competitive salary, medical/dental/life insurance, flexible time off, 401(k), and professional development opportunities.
Work Environment
Onsite