Service & Quality Management Team Lead

Job Locations US-AZ-Fort Huachuca
Job Post Information* : Posted Date 5 months ago(3/18/2022 3:58 PM)
Location : Location
US-AZ-Fort Huachuca
Potential for Remote
Clearance Requirement
Job Requires Relocation
Job Requires Relocation


SOS International, LLC (SOSi) is currently seeking a Service & Quality Management Team Lead in Fort Huachuca, AZ. The Service Management Team Lead reports to the Deputy Program Director and serves as the RCC-C's ITIL Senior Subject Matter Expert. The Service Management Team Lead is the overall ITSM process manager and applies an ITSM process-based approach to all functional services for RCC-C stakeholders. Acts as the coordination point between RCC-C contractors, government task managers, external organizations, and other RCC-C internal technical areas for all ITSM process responsibilities.


  • 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.
    • Assigns personnel to various projects, directs their activities, and evaluates their work.
    • Nominates employees for recognition and awards program.
    • Trains, mentors, coaches, and enforces the SOSi code of conduct.
    • Recommends innovative solutions to more effectively and efficiently support work performance.
    • Assures ATCTS reporting compliance and employees training and certifications are current.
    • Provides performance feedback and appraisals for all direct reports.
    • Nominates employees for recognition and awards program.
    • Supports leadership development and succession planning program.
  • Drive the focus of the ITIL framework for the organization to include problem management, availability & capacity management, incident management, change management, and service asset & configuration management.
  • Utilize a robust IT service management platform based on international standards (ISO 20000), following the latest ITIL guidance (ITIL 4)
  • Assure compliance with existing ITIL processes, which are Service Request Incident, Event, Problem, Change, Availability, Capacity and Service.
  • Integrate service delivery strategies with our PMBOK inspired program management approach to focus on planning, executing, and monitoring RCC-C systems and services, ensuring optimal service delivery within a secure environment.
  • Ensure performance reporting IAW ITIL Key Performance Indicators and Metrics Process Plan.
  • Recommend ITIL best practices to better manage performance and compliance assurance.
  • Follow established processes and procedures for equipment movement which includes ticketing, change management, Configuration Management Database (CMDB) updates and property accountability.
  • Provide timely performance reporting IAW ITIL Key Performance Indicators and Metrics Process Plan.
  • Perform CPI & CSI activities, analyze performance and process data for CPI/CSI trending, and provide recommendations that demonstrate improvements over both short term and longer term RCC-C schedules.
  • Leads the integration of new technical solutions and platforms into the DoDIN-A, develops new processes, and authors new SOPs and TTPs to employ them to their full potential.
  • Facilitate Risk Management program for Program Management function.
  • Remain accountable for the compliance and effectiveness of the following programs: Quality Assurance, Quality Control, ITIL Program, and Service.
  • Oversee S2DS governance - ensuring an ethical, quality-driven approach to service delivery, promoting customer success.
  • Implement the organization's systems analysis and programming activities, managing two or more of the following families: applications systems analysis and programming, operating systems analysis and programming, information systems training, or database management.
  • Review all systems development project requests and coordinate schedules and related departmental activity.
  • Provide overall direction and guidance to assigned project managers.
  • Review and evaluate work of subordinate staff and prepares performance reports.
  • Prepare activity and progress reports regarding all systems analysis and programming sections.
  • Actively collaborate with GTMs, Branch Chiefs, Division Chiefs and RCC-C Leadership.


  • Active in scope SECRET clearance or the ability to obtain Interim SECRET eligibility
  • HS +12 years of experience, AA/AS +10 or BA/BS +8
  • ITILv4 Expert Certification
  • Ability to perform on-call and after duty hours as needed
  • Communicate effectively both orally and in a written form with users and office staff
  • Capable of explaining complex procedures both verbally and in writing
  • Work independently and within a team structure
  • Ability to set priorities and organize work to meet deadlines
  • Establish and maintain a cooperative working relationship with those contacted during the course of the work day
  • Ability to solve problems quickly and completely in a logical manner

Preferred Qualifications

  • PMP Certification
  • 3-5 years or more of supervisory experience.
  • Fluency in a foreign language is desirable, but not required

Working Conditions

  • 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.


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