Help Desk Lead

The Sos
Doral, United States of America
18 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Doral, United States of America

Tech stack

JIRA
Cloud Computing
Multi-Factor Authentication
Identity and Access Management
Issue Tracking Systems
Remote Desktop Services
Single Sign-On
Software Troubleshooting
Os Ticket
Information Technology
ServiceNow

Job description

  • 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

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+.

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. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.

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