Service Desk Team Lead (Tier 2)

SOS International; Fort Bragg (NC, CA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking an experienced Service Desk Team Lead to support the US Army Reserve Command. The role involves overseeing a Tier 2 help desk, providing technical support to approximately 900 users, and ensuring effective service delivery. Ideal candidates will have extensive experience in service desk management and possess relevant certifications. Join a dynamic team dedicated to meeting enterprise IT objectives.

Qualifications

• 10+ years of experience or 12+ years with a BA/BS degree.
• Active in-scope DoD Secret clearance.
• 7+ years of relevant Service Desk Management experience.

Responsibilities

• Oversee the day-to-day operation of the Tier 2 Service Desk.
• Assist service desk staff in resolving customer issues.
• Ensure timely processing of trouble tickets.

Skills

Communication

Customer Interface

Organizational Skills

Education

Bachelor’s degree in Information Technology

Tools

Microsoft Office

Job description

SOS International LLC (SOSi) is seeking an experienced Service Desk Team Lead (Tier 2) to support the US Army Reserve Command on Ft. Bragg, NC. This contract provides technical support and solutions to satisfy our customer’s enterprise IT objectives. The Service Desk Lead shall oversee the Tier 2 help desk for approximately 900 users at a Headquarters location, providing customer service for individual, site system, and communications problems, including but not limited to desktop computing, mobility devices, printers, and peripheral devices.

Responsibilities

1. Responsible for the day-to-day operation of the Tier 2 Service Desk, providing desktop support, vulnerability management, imaging, mobility, and account creations.
2. Assist service desk staff in resolving problems and issues that arise with customers.
3. Ensure all work performed by the Service Desk is tracked via the ticketing system and that trouble tickets are processed in a timely manner in accordance with established standards.
4. Ensure escalation to the next service tier for incidents and problems that cannot be resolved at the current tier.
5. Build and maintain healthy, professional relationships with customers and mission partners.
6. Provide status updates to the Enterprise Service Desk Manager as needed.

Qualifications

1. Active in-scope DoD Secret clearance.
2. Minimum 10+ years of experience, or 12+ years with a BA/BS degree.
3. Bachelor’s degree in Information Technology or a related field is preferable.
4. 7+ years of relevant Service Desk Management experience.
5. 3+ years of management experience.
6. CompTIA Security+ or IAT Level II certification.
7. Excellent communication, presentation, and customer interface skills.
8. Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
9. Good organizational skills and ability to handle multiple tasks.
10. Flexibility with working hours.

Preferred Qualifications

1. Help Desk Institute (HDI) certification preferred.
2. Fluency in a foreign language is desirable but not required.

Working Conditions

The work environment is typical for an office setting.

About the company

SOSi is a private, family-owned and operated government services integrator working principally in the defense and intelligence sectors. Founded in 1989, we provide specialized analytical services to the U.S. law enforcement community and other government agencies.