Help Desk Lead

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.

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

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+.

Work Environment

• Normal office conditions.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.