Help Desk Representative

Job Summary

To support US Southern Command under the Enhanced Domain Awareness contract, the remote Help Desk Representative will oversee daily help desk operations, ensuring high-quality IT support services while managing technical support teams and collaborating across various departments.

Key responsibilities

• Manage daily help desk operations and maintain service performance standards
• Lead and develop technical support teams in both cloud-based and on-premises environments
• Implement and improve IT support workflows and processes to ensure SLA compliance

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or a minimum of three years of equivalent experience in IT service management
• Demonstrated experience managing a help desk or IT support team
• Proven ability to implement and improve IT support workflows
• Hands-on experience with ticketing platforms such as JIRA or ServiceNow
• Experience with remote desktop management and IT asset tracking systems