Company Description
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
**This position is contingent upon contract award**
SOSi is seeking a Help Desk Lead to support mission requirements for a structured approach to further develop, integrate, and sustain a scalable, federated data ecosystem that enhances interoperability, governance, and mission-driven analytics for a DoD customer. The primary objective of the program is to bridge the operational gaps between DoD, IC, interagency, and non-traditional international partners to enable real-time information sharing, dynamic data integration, and mission-tailored analytical capabilities.
Essential Job Duties:
-
Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
-
Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
-
Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
-
Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
-
Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence
Qualifications
Minimum Requirements
-
Active TS-SCI Clearance.
-
Bachelor's degree in Information Technology, Computer Science, or a related field, or
-
five (5) years of equivalent experience in IT service management.
-
Demonstrated experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance.
-
Experience with remote desktop management, enterprise device provisioning, and IT asset tracking is required.
-
Possess the knowledge and capability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments.
-
Proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow).
-
Strong customer service, team leadership, and incident resolution skills are required.
Preferred Qualifications
-
Desirable but not required certifications include ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+.
Additional Information
Work Environment
-
Normal office conditions.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
