Company Description 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. 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 Qualifications 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.