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

SOS International LLC (SOSi) is seeking an experienced Enterprise Service Desk Manager to support our U.S. government customer. This contract provides technical support and solutions to satisfy our customer’s enterprise IT objectives. The Service Desk Manager shall oversee a geographically dispersed 24/7/365 Enterprise Customer Service Center providing tiered 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 Enterprise Service Desk which is the initial contact point for all end user incidents and requests.
• Oversees walk up Tier 2 service desk for approximately 900 users at Headquarters locations.
• Oversees a geographical dispersed Enterprise Tier 2 team of approximately 20 employees.
• Oversees and coordinates with an offsite Tier 1 Call Manager center.
• 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 manage Service Desk resources to surge to meet customer requirements.
• Ability to brief senior government leadership on a routine basis of status of tickets, detect trends/patterns, and ability to continually improve customer service.
• Ability to support after hours customer requests.

• 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
• 5+ years of management experience
• ITIL 4 Foundations certification
• CompTIA Security +
• Help Desk Institute (HDI) Support Center Manager certification required
• 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.

• Work environment is typical of an office setting.