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    SOS International LLC

    Defense, Logistics, IT

    Help Desk Lead

    Doral, United StatesOn-SiteFull-timePosted 2mo ago
    All SOS International LLC jobs

    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

    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.

    Job details are sourced from the employer's original posting.

    Open job posting
    SO

    About the company

    SOS International LLC

    For 28 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in New York City, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  SOSi takes affirmative action in support of its policy to advance employment of individuals who are minorities, women, protected veterans, and individuals with disabilities.

    View all SOS International LLC jobs
    Industry
    Defense, Logistics, IT
    Founded
    1989
    Open roles
    321

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