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
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+.
Work Environment
- Normal office conditions.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
Skills Required
- Active TS-SCI Clearance
- Bachelor's degree in Information Technology, Computer Science, or related field, or five years equivalent IT service management experience
- Demonstrated experience managing a help desk team, implementing IT support workflows, and ensuring SLA compliance
- Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
- Ability to lead and manage a technical help desk team for cloud-based and on-premises environments
- Proficiency in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, ServiceNow)
- Strong customer service, team leadership, and incident resolution skills
- ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+
SOSi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SOSi and has not been reviewed or approved by SOSi.
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Healthcare Strength — Health coverage is considered a relative strength, with international plan options and substantial employer contribution that support OCONUS and travel-heavy work. Company materials also highlight a comprehensive medical offering alongside wellness support.
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Retirement Support — A 401(k) program is available, with indications of employer matching though specifics are not publicly detailed. This suggests foundational retirement support for eligible employees.
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Career-Linked Recognition & Rewards — Compensation is often characterized as competitive for cleared, hard‑to‑hire, and certain overseas or mission‑critical roles. Pay levels appear closely tied to contract demands, clearance, and location.
SOSi Insights
What We Do
SOSi is a technology and services integrator focused on the aerospace, defense, and government services industry, described as one of the largest private, founder-owned companies in its sector.
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