Regional IT Service Desk Team Lead (Tier 2)

Overview

***This position is contingent upon contract award***

SOS International LLC (SOSi) is seeking an experienced Regional Support Service Desk Lead to support our U.S. government customer. This contract provides technical support and solutions to satisfy our customer’s enterprise IT objectives. The Regional Service Desk Lead shall oversee a regional geographical dispersed Tier 2 help desk providing customer service for individual, site system and communications problems including but not limited to desktop computing, mobility devices, printers, and peripheral devices.

Responsibilities

• Responsible for the day-to-day operation of the Tier 2 technicians in the assigned geographical area.


• Provide updates/status reports to the Enterprise Service Desk Manager as needed


• 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 travel as needed to the various Tier 2 site locations.


• Ability to brief senior government leadership on a routine basis of status of tickets, detect trends/patterns, and ability to continually improve customer service.


• Have experience in communicating work direction to a geographical dispersed work force.

Qualifications

• Active in scope DoD Secret clearance.


• Bachelor’s degree in Information Technology or related field is preferable


• 7+ years of relevant Service Desk Management experience


• 5+ years of management experience


• ITIL V4 Foundations certification


• CompTIA Sec + or equivalent IAT II


• 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.

Preferred Qualifications

• Help Desk Institute (HDI) certification preferable.


• Fluency in a foreign language is desirable, but not required

Working Conditions

• Work environment is typical of an office setting.