Lead Service Desk Manager

SOS International LLC.; Massachusetts; On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is looking for a Lead Service Desk Manager to oversee operations at a key location. This role involves leading a dedicated team, ensuring 24x7 service availability, and providing essential training and coaching. The ideal candidate will possess a strong technical background, including a Bachelor's degree in Computer Science or a related field, and have significant experience in technical support and troubleshooting. Join a dynamic and fast-paced environment where your contributions will directly impact mission-critical operations and enhance service delivery.

Qualifications

• Active Secret security clearance is required.
• 4+ years of experience in technical support and troubleshooting.

Responsibilities

• Lead and direct a Service Desk team to ensure 24x7 operations.
• Analyze help desk performance and identify problem areas.

Skills

Technical Support

Troubleshooting

User Experience

Data Analysis

Security Clearance

Education

Bachelor’s degree in Computer Science

Equivalent Technical Degree

Tools

Cloud-based Services

Job description

Overview

SOSi is seeking a highly qualified Lead Service Desk Manager who is responsible for providing planning and oversight into operations within the Area-of-Responsibility (AOR). Leads and directs a team of Service Desk members to ensure capabilities are available 24x7, properly monitored and maintained, and secured. This position will be located at Hanscom AFB, Massachusetts.

Essential Job Duties

• Responsible for training and coaching Service Desk team members on effective methods to research, troubleshoot, deliver solutions, and understand existing services and their updates across all classifications.
• Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas.
• Acts as the escalation point and facilitator for severe, mission critical, or unique issues.

Minimum Requirements

• Active Secret security clearance.
• Bachelor’s degree in computer science, mathematics, or equivalent technical degree, with concentrations/focus in security or equivalent, or a minimum of 6 years of enterprise data and information management experience.
• 4+ years’ experience with focus in technical support and troubleshooting.
• Formal Human Factors and/or User Experience skills.
• Advanced knowledge and hands-on experience of managing a Service Desk staff and operations of a technical Service Desk.
• Cloud-based services support and data analysis.

Preferred Qualifications

• DOD 8570 IAT Level 2 such as Security+ or equivalent.

Work Environment

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.

Working at SOSi

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