Help Desk Lead: DoD ITSM & IAM Expert
Listed on 2026-10-28
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support
- Compensation: USD 59,644 - USD 123,877 - yearly
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 Service Now 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
- 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.
- Possesstheknowledgeandcapabilitytoleadandmanageatechnicalhelpdeskteam,ensuring high-qualityITsupportservicesforcloud-basedandon-premisesenvironments.
- Proficient in ITIL service management principles, troubleshooting methodologies, and ticketing system administration (JIRA, Service Now).
- 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+.
- Normal office conditions.
Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.
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