Help Desk Lead

About the role

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+.

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.