Help Desk Lead

SOSi; Town of Florida (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading defense and government services integrator based in New York is seeking a Help Desk Lead. This role involves managing global authentication support operations, developing Service Level Agreements, and coordinating help desk workflows using IT service management platforms like ServiceNow or JIRA. The ideal candidate should possess TS-SCI Clearance and have experience managing help desk teams, ensuring compliance with SLAs. Strong customer service and incident resolution skills are essential for this position.

Qualifications

• Active TS-SCI Clearance.
• Demonstrated experience managing a help desk team and SLA compliance.
• Experience with remote desktop management and IT asset tracking.

Responsibilities

• Manage global authentication support operations.
• Develop and enforce Service Level Agreements (SLAs).
• Coordinate help desk workflows using IT service management platforms.

Skills

Team leadership

Customer service

Incident resolution

Troubleshooting methodologies

Education

Bachelor's degree in Information Technology or related field

5 years of equivalent experience in IT service management

Tools

ServiceNow

JIRA

Job 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.

• 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

• 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 helpdesk 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

• Normal office conditions.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.