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Help Desk Lead with Security Clearance

SOSiDoral, FL🇺🇸United States

Why this role stands out

Lead a critical help desk function within a leading defense technology integrator, contributing to national security missions and developing expertise in identity and access management with a TS-SCI clearance. This hybrid role offers a fantastic opportunity for career growth and skill enhancement, perfect for experienced IT professionals seeking impactful work. Apply today to join a reputable company and make a significant difference.

Quick overview

SeniorityMid Senior
Employment typeEmployee
Work modeHybrid
LocationDoral, FL, United States
MFASSOJiraIAMITIL

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 Qualifications 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+. Additional Information Work Environment
  • 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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