Help Desk Lead

Stack

Responsibilities

• ▹Manage global authentication support operations, troubleshooting user access issues related to IAM, security policies, and cloud authentication systems
• ▹Develop and enforce SLAs for response times, ticket resolution, and escalation procedures
• ▹Coordinate help desk workflows using ITSM platforms such as ServiceNow and JIRA
• ▹Provide technical support for CAC authentication, SSO, MFA, and access control policies
• ▹Submit Help Desk Performance & Support Metrics Reports

Requirements

• ▹Active TS-SCI Clearance
• ▹Bachelor's degree in IT, Computer Science, or related field, or 5 years of equivalent IT service management experience
• ▹Demonstrated experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance
• ▹Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
• ▹Proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow)
• ▹Strong customer service, team leadership, and incident resolution skills

Nice to have

• ▹ITIL Foundation Certification
• ▹Microsoft Certified: Modern Desktop Administrator Associate
• ▹CompTIA A+

Soft skills

About the company

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry, delivering tailored solutions and trusted results to support national security missions worldwide.