SOS International, LLC (SOSi) is currently seeking an ITSM Team Lead in Fort Huachuca, AZ. The ITSM Team Lead reports to the Enterprise Applications Branch Manager and is responsible for all ITSM / ESMS technical requirements within the DoDIN Operations Division. The ITSM Team Lead is responsible for overall technical and personnel management of the ITSM mission.

• Supervisory responsibilities to include but not limited to:
  • Reporting and timekeeping; technical/administrative training; assuring ITIL process compliance; actively communicating with the government to include utilizing MS Teams; scheduling to effectively utilize all team resources; support management decision-making; committing to quality management standards, QA/QC compliance, and metrics analysis.
  • Coordinates team schedules ensuring mission coverage.
  • Trains, mentors, coaches, and enforces the SOSi code of conduct.
  • Assures ATCTS reporting compliance and employees training and certifications are current. 
  • Recommends innovative solutions to more effectively and efficiently support work performance.
  • Provides performance feedback and appraisals for all direct reports.
  • Nominates employees for recognition and awards program.
  • Supports leadership development and succession planning program.
• Monitor and manage an IT enterprise services management system for RCC-C users that provides customers with the ability to track, support, account, and manage lifecycle support of IT services.
• Have proficient use of the following NIPR & SIPR systems: Europe Spoke, Europe QAT, Pacific Spoke, Pacific QAT, Korea Spoke, Korea QAT, SWA Spoke, SWA QAT, CONUS Spoke, CONUS QAT, CONUS HUB, CONUS HUB QAT, ACDC, and NETCOOL.
• Correct system and application problems identified in event logs.
• Support the Government to operate, monitor, sustain, and secure ITSM services based on system owner’s RACI Chart and Baseline Configurations Data (BCD) IAW with system owner guidance/policy.
• Respond to network changes, network failure, and/or modify network diagrams utilizing a variety of network related technologies to include Multi-Protocol Label Switching (MPLS), Virtual Route Forwarding (VRF), Boarder Gateway Protocol (BGP), and other exterior or interior gateway protocols; VPN; device redundancy protocols; and Quality of Service (QoS) within an (IP Version4/IP Version
• Network utilizing various methods of encryption and transport security.
• Oversee secure operations of the DoDIN network infrastructure.
• Analyze data and multi-media communications networks, including planning, designing, evaluating, selecting, and upgrading operating systems and protocol suites and configuring communication media with concentrators, bridges, and other devices.
• Provide oversight in the operation, monitoring, and sustainment of secure routers, switches, firewalls, Out of Band (OOB) management routers, Virtual Private Network (VPN) and access control servers.
• Maintain and document access control lists (ACL).
• Maintain accurate and complete ports, protocols, and services (PPS) and Application Layer Filtering records.
• Analyze RCC-C concepts, architecture and processes for optimization and standardization.
• Develop solutions to complex problems that require the regular use of ingenuity and creativity.
• Conduct root cause analysis to identify, diagnose, and resolve network problems.
• Orchestrate maintenance to support network availability to all system users and perform necessary maintenance to support network availability.
• Maintain standardized network diagrams.
• Configure systems to user requirements.
• Support hardware and software acquisition as well as the operation and maintenance of hardware and software on the servers.
• Support implementation plans of new configurations for insertion and integration into the network.
• Follow ITIL best practices to manage tickets and processes.
• Maintain SOPs, TTPs, and SmartBooks associated with current knowledge of relevant technologies as assigned.
• Participate in special projects as required.
• Actively collaborate with GTMs, Branch Chiefs, Division Chiefs and RCC-C Leadership.

• Active in scope SECRET clearance with T5 investigation or the ability to obtain Interim SECRET T5 eligibility
• HS +12 years of Information Technology (IT) experience, or AA/AS +10 or BA/BS +8 
• An IAT II certification (CCNA-Security, CND, CySA+, GICSP, GSEC, Security+ CE, or SSCP) is required
• Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
• Be a self-motivated system administrator to provide enterprise server support for the Army in a fast paced and demanding environment
• Demonstrate initiative and be results oriented with flexibility and tenacity
• Ability to create and/or modify scripts (batch, PowerShell)
• Knowledge of networking concepts
• Ability to research and develop creative solutions to unique problems
• Demonstrate the ability to continuously adjust priorities to reflect changing circumstances
• Ability to work in a dynamic cross-organizational team environment
• Strong dedication to provide quality customer service
• Effective problem-solving skills and inherent decision-making ability
• Strong analytical skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
• Ability to manage own projects including communications to customers as well as work as part of a larger team managed by a project manager

• ITIL Foundation Certification
• Remedy AR System 9.1: Concepts (WBT)
• DISA ACAS v5.3
• PMP Certification
• 3-5 years or more of supervisory experience.
• Fluency in a foreign language is desirable, but not required

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.
• May require periods of non-traditional working hours including consecutive nights or weekends (if applicable)

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.