Service Desk Team Lead (Tier 2)

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.

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

• Active in scope DoD Secret clearance.
• Minimum Education: MA/MS
• Minimum Years of Experience: 10+ yrs
• Substitution for Years of Experience: BA/BS w/12+ yrs
• Bachelor’s degree in Information Technology or related field is preferable
• 7+ years of relevant Service Desk Management experience
• 3+ yeas of management experience
• ITIL 4 Foundations certification
• CompTIA Security + or IAT II equivalent
• Excellent communication, presentation, and customer interface skills
• Must be proficient in Microsoft office Applications (Word, Excel, Power Point & Outlook).
• Must have good organizational skills.
• Must handle and manage multiple tasks.
• Must be flexible with working hours.

• Help Desk Institute (HDI) certification preferred
• Fluency in a foreign language is desirable, but not required

• Work environment is normal for an office environment