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Barbaricum Logo Barbaricum · IT - Administration

Help Desk Lead

United States, Doral · Job Posted June 10, 2026
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Job Description

Lead help desk operations supporting both cloud-based and on-premises environments, ensuring users receive responsive, high-quality technical support while maintaining service delivery standards across the organization. Note: This position is contingent upon contract award, which is expected in 30-60 days.

Job Responsibility

  • Lead and manage day-to-day help desk operations supporting enterprise users and mission systems
  • Supervise and mentor help desk personnel, ensuring effective service delivery and customer support
  • Manage ticket queues, escalations, and incident resolution activities using enterprise ticketing platforms
  • Implement and maintain IT support workflows, processes, and service management best practices
  • Monitor and report on Service Level Agreement (SLA) performance and help desk metrics
  • Coordinate support activities across cloud-based and on-premises environments
  • Support enterprise device provisioning, account management, and IT asset tracking activities
  • Troubleshoot and resolve complex technical issues while serving as an escalation point for support staff
  • Collaborate with infrastructure, cybersecurity, and engineering teams to support operational continuity and user satisfaction

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or five (5) years of equivalent professional experience
  • Experience managing a help desk or service desk team in an enterprise environment
  • Experience implementing IT support workflows and ensuring SLA compliance
  • Experience with ticketing platforms such as ServiceNow, JIRA, or similar service management tools
  • Experience supporting remote desktop management, enterprise device provisioning, and IT asset tracking
  • Strong troubleshooting, incident management, and customer service skills

Nice to have

  • Knowledge of ITIL service management principles and best practices
  • Experience supporting cloud-based and hybrid IT environments
  • Experience supporting DoD, Federal, or other large enterprise organizations
  • Certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, or related credentials
  • Experience leading teams in fast-paced, mission-driven environments
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