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For 29 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.
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.
STG, a wholly-owned subsidiary company of SOS International LLC (SOSi), is seeking a Customer Support Team Lead in Bethesda, MD to support The National Institutes of Health, National Institute of Allergy and Infectious Diseases (NIAID) Customer Services Branch End User Support.
ESSENTIAL JOB DUTIES
The Customer Support Team Lead will manage the Customer Support team to provide timely and effective "first point of contact" support to NIAID staff for all products and services and to resolve requests in minimum time. The Service Desk ticketing system is the central repository for all system and application support requests. The Customer Support Team Lead will manage the Customer Support team to provide on-site Service Desk Support to NIAID from 7:30 a.m. to 6:00 p.m. Eastern Time, Monday through Friday (except for Federal holidays). Support will include after-hours monitoring of customer support requests and providing timely request fulfillment for supported systems commensurate with the mission criticality of the affected system(s). The Team Lead should manage a Customer Support team to complete the following:
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