Help Desk Lead (Cyber-Intel)

TL;DR

Help Desk Lead (Cyber-Intel): Leading help desk operations for U.S. Southern Command’s Enhanced Domain Awareness initiative with an accent on managing enterprise ticketing, SLA compliance, and team mentorship. Focus on coordinating support across cloud and on-premises environments to ensure mission-critical IT service delivery.

Location: Onsite in Doral, Florida, United States

Company

hirify.global is a government contractor providing support to federal customers in Defense and National Security with a focus on intelligence, analytics, and engineering.

What you will do

• Lead and manage day-to-day help desk operations for enterprise users and mission systems.
• Supervise and mentor help desk personnel to ensure high-quality service delivery.
• Manage ticket queues, escalations, and incident resolution using enterprise platforms.
• Implement and maintain IT support workflows and service management best practices.
• Monitor and report on SLA performance and key help desk metrics.
• Collaborate with infrastructure and cybersecurity teams to support operational continuity.

Requirements

• Bachelor’s degree in IT/Computer Science or 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.
• Proficiency with ticketing platforms such as ServiceNow or JIRA.
• Experience supporting remote desktop management and enterprise device provisioning.
• Strong troubleshooting and incident management skills.

Nice to have

• Knowledge of ITIL service management principles.
• Experience supporting cloud-based and hybrid IT environments.
• Experience supporting DoD or Federal organizations.
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft Modern Desktop Administrator.

Culture & Benefits

• Support for mission-critical national security initiatives.
• Collaborative and innovative corporate culture.
• Opportunities to work with diverse expertise across federal government projects.
• Commitment to EEO and inclusive hiring practices.