**Overview** SOSi is seeking a highly qualified **Lead Service Desk Manager** who is responsible for providing planning and oversight into operations within the Area-of-Responsibility (AOR). Leads and directs a team of Service Desk members to ensure capabilities are available 24x7, properly monitored and maintained, and secured. This position will be located at Hanscom AFB, Massachusetts. **Essential Job Duties** + Responsible for training and coaching Service Desk team members on effective methods to research, troubleshoot, deliver solutions, and understand existing services and their updates across all classifications. + Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas. + Acts as the escalation point and facilitator for severe, mission critical, or unique issues. **Minimum Requirements** + Active Secret security clearance. + Bachelor’s degree in computer science, mathematics, or equivalent technical degree, with concentrations/focus in security or equivalent, or a minimum of 6 years of enterprise data and information management experience. + 4+ years’ experience with focus in technical support and troubleshooting. + Formal Human Factors and/or User Experience skills. + Advanced knowledge and hands-on experience of managing a Service Desk staff and operations of a technical Service Desk. + Cloud-based services support and data analysis. **Preferred Qualifications** + DOD 8570 IAT Level 2 such as Security+ or equivalent. **Work Environment** + Working conditions are normal for an office environment. + Fast paced, deadline-oriented environment. **Working at SOSi** All interested individuals will receive consideration and will not be discriminated against for any reason.