SOS International LLC (SOSi) is currently seeking a Cyber Center Senior Shift Lead on Fort Huachuca, AZ. The ideal candidate will be someone who possesses service desk experience, customer service, training, and/or auditing with some supervisory or shift lead experience.

• Work directly with the Team Lead, acting as the interim Lead in their absence (as needed)
• Oversee the daily operations on the floor to ensure tasks are completed accurately and timely
• Maintain scheduling for shift leads, and personally fill in scheduling gaps (as needed)
• Identify and correct deficiencies pertaining to shift leads, providing informal coaching and counseling (as needed)
• Ensure adherence to team, organization, and company policies and procedures
• Maintain shift-lead training materials, TTPs, and SOPs
• Lead shifts ranging from 1 to 14 team members (to include coordinating breaks, lunches, etc.)
• Monitor group mailboxes and prioritize emails by order of importance
• Recognize and communicate issues/trends observed from emails and ticket creations
• Monitor team ITSM queues for activity
• Ensure accuracy of shift's high and critical priority tickets
• Provide guidance and direction to help desk specialists on the team's processes and procedures
• Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
• Assist with training new and existing personnel (as needed)
• Provide reporting (as needed)
• Perform quality assurance follow-up with customers/end users
• Create, modify and escalate Incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
• Resolve incidents/tickets in accordance with documented procedures
• Maintain a professional demeanor with our military, civilian and contractor customers
• Perform other duties as assigned

• Active in scope SECRET clearance or the ability to obtain Interim SECRET eligibility
• HS +4 years of experience (service desk, customer service, training, auditing, management, and/or coaching) or AA/AS +4 or BA/BS
• Leadership skills (decision-making, motivation, goal-setting
• Strong verbal and written communication skills
• Exceptional organization and time management abilities
• Advanced experience with Microsoft Office products (Word, Excel, Outlook)
• Strong problem-solving skills
• Conflict resolution skills
• Customer service skills
• Must work well within a team
• Experience with Remedy ITSM
• Type a minimum of 40 wpm
• Work within a dynamic environment where requirements shift routinely
• Must be able to work all shifts (day/swing/midnight)
• Excellent communication and interpersonal skills

• ITIL Foundations Certification
• Regional Cyber Center help desk experience
• Management experience
• Attention to detail
• Organizational skills
• Ability to remain calm under pressure.
• 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.