Help Desk Lead: DoD ITSM & IAM Expert

SOS International; Town of Florida (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

SOS International is looking for a Help Desk Lead in the Town of Florida, NY, to support mission requirements. This role includes managing help desk operations, ensuring SLA compliance, and providing technical support for authentication systems.

The ideal candidate will have an active TS-SCI Clearance, a degree in Information Technology, and experience with ITIL principles and help desk management. This position is critical for enhancing mission-driven analytics for Department of Defense customers.

Qualifications

• Active TS-SCI Clearance.
• Experience managing a help desk team and ensuring SLA compliance.
• Knowledge of ITIL service management principles.

Responsibilities

• Manage global authentication support operations.
• Develop and enforce Service Level Agreements (SLAs).
• Coordinate help desk workflows using ITSM platforms.
• Provide technical support for authentication and access control.
• Submit Help Desk Performance & Support Metrics Report.

Skills

Technical support for CAC authentication

Service Level Agreement (SLA) compliance

Leadership and incident resolution

Customer service

Education

Bachelor's degree in Information Technology or related field

Five years equivalent experience in IT service management

Tools

ServiceNow

JIRA

Job description

SOS International is looking for a Help Desk Lead in the Town of Florida, NY, to support mission requirements. This role includes managing help desk operations, ensuring SLA compliance, and providing technical support for authentication systems.

The ideal candidate will have an active TS-SCI Clearance, a degree in Information Technology, and experience with ITIL principles and help desk management. This position is critical for enhancing mission-driven analytics for Department of Defense customers.