Help Desk Lead

Responsibilities

• Lead and manage day-to-day help desk operations supporting enterprise users and mission systems.
• Supervise and mentor help desk personnel to ensure 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.

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.

Preferred Qualifications

• 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, or CompTIA A+.

About the Company

Barbaricum is a rapidly growing government contractor providing leading-edge support to federal customers, with a particular focus on Defense and National Security mission sets. Founded in 2008, our mission is to transform the way our customers approach constantly changing and complex problem sets by bringing to bear the latest in technology and the highest caliber of talent.