Helpdesk Operations Lead with Security Clearance

Position Summary

Seeking a Technical Lead to direct end-user computing and field operations for a multi-site enterprise environment. The role works in tandem with IT management, systems engineers, field technicians, and organizational leaders to ensure prompt, high-quality, and cost-aligned service delivery. This leadership position oversees Tier 2 and Tier 3 desktop engineering and local technical support operations.

Key Responsibilities

• Direct Tier 2 and Tier 3 field support activities, including hands-on troubleshooting, hardware provisioning, executive support, and device lifecycle administration.
• Administer endpoint technology stacks including modern MDM systems, enterprise directory services, policy objects, endpoint protection tools, and systems management platforms.
• Manage enterprise hardware refresh cycles, workstation image deployments, OS rollouts, and endpoint modernization initiatives.
• Enforce system security standards, vulnerability mitigation efforts, patch management workflows, and compliance auditing.
• Facilitate technical coordination across network teams, system administrators, security divisions, vendors, and business units.
• Track operational indicators, service utilization, resolution trends, and client feedback to continuously refine local support.
• Deliver dedicated, high-priority support services for senior leadership and mission-critical teams.
• Mentor and lead technical personnel, managing dynamic priorities within a complex enterprise framework.
• Guide end-user adoption during major enterprise software modernizations and hardware standardizations.

Qualifications & Requirements: Experience: Minimum 5 consecutive years leading enterprise endpoint management, local support operations, or desktop engineering for environments supporting 4,000+ users.

Technical Skills: Expertise supporting Windows, macOS, mobile platforms, enterprise deployment suites, packaging tools, and collaboration platforms.

Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent technical experience.

Certifications: ITIL Foundation required. Relevant vendor certifications (e.g., Microsoft, Endpoint/MDM platforms) or advanced ITIL certifications preferred.

Clearance/Other: Ability to pass standard background screening; willingness to support dynamic schedules and multiple physical locations.