Action Request Center Team Lead

Job Locations US-AZ-Fort Huachuca
Job Post Information* : Posted Date 5 months ago(3/18/2022 3:59 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 an Action Request Center Team Lead in Fort Huachuca, AZ. The ARC Team Lead reports to the Theater Operations Branch Manager and is responsible for overall technical performance, personnel management, and integration within their respective technology area as well as leading coordination efforts with other technology areas. The ARC Team Lead is responsible for overall technical and personnel management of the ARC mission and develops and maintains 24/7 schedules, on call roster, and recall procedures. The ARC Team Lead is responsible for overall technical and personnel management of ARC service delivery.


  • 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.
    • 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.
    • Supports leadership development and succession planning program.
  • Develop and periodically evaluate the Incident Prioritization Matrix for emerging criteria and process improvement.
  • Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting.
  • Transfer tickets into appropriate technical queues for remediation.
  • Evaluate incident details and assigns criticality per Incident Prioritization Matrix.
  • Resolve Incidents/Tickets in accordance with documented procedures.
  • Perform Quality Assurance follow-up with customers/end users.
  • Comply with documented processes and procedures.
  • Coordinate with technical teams and Operations Bridge Managers to support Situational Awareness across the RCC-C.
  • Provide reporting as needed.
  • Maintain a professional demeanor with our military, civilian and contractor customers.
  • Manage 24x7 shift personnel, acting as an escalation point for technical and personnel issues.
  • Maintain the 24x7 schedule to ensure full coverage to ensure full mission capability.
  • Use problem management database and help desk systems, if required.
  • Use BMC Remedy for all helpdesk ticket actions.
  • Follow ITIL best practices to manage tickets and processes.
  • Develop and/or maintain SOPs, TTPs, and SmartBooks associated with current knowledge of relevant technologies as assigned.
  • Participate in special projects as required.
  • 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 yrs similar technical experience or AA/AS +10, or BS/BA +8
  • An IAT I certification (A+CE, CCNA-Security, CND, Network+CE, or SSCP) is required
  • 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

  • ITIL Foundation Certification
  • 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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