Manager, End User Support

SOS International, Ltd. Reston , VA 20190

Posted 2 days ago

Company Overview

For 30 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.

CORPORATE-190224-8586: Manager, End User Support


  • Virginia

  • Reston Open Date2/24/2019 JOB DESCRIPTION

SOS International LLC (SOSi) is seeking a Manager of End User Support. The Manager End User Support is responsible for all aspects of support provided for it's employees and independent contractors. This includes but is not limited to all Help Desk functions, AV/VTC support, laptop inventory and configurations and mobile device management. Additional responsibilities are the continuous improvement of each of these functions through root cause analysis using data driven metrics.


  • Provide oversight, knowledge and guidance to all IT staff across IT Support function

  • Direct and prioritize the work load of IT helpdesk support personnel

  • Provide asset management for all enterprise IT hardware, software and equipment

  • Analyze complex business needs presented by the user community and/or clients and recommends/provides technical solutions in coordination with the Senior Director of IT and/or CIO

  • Direct operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations

  • Participate on all hardware and software evaluations and provide recommendation to Senior Director of IT and/or CIO

  • Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT infrastructure and IT systems

  • Work with stakeholders to define business and systems requirements for new technology implementations

  • Supports the planning and execution of technology operational changes, support, enhancements, decommissions and maintenance to meet organizational needs

  • Consults with appropriate management staff to clarify system and program requirements, identifies problems, and determines the extent of upgrades/modifications and support required

  • Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, servers, network equipment, operating systems, hardware, software, and peripherals

  • Develops project plans and schedules, contingency plans, workflow diagrams, and maintains operational and system documentation

  • Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions

  • Produces detailed time line for each IT Operations projects including stakeholder management plan, risk mitigation plan, back-out plan, etc.

  • Adherence to SOSi's IT Policies and Procedures, including the development of additional controls as required by the contract for architecture, security, disaster recovery, standards, purchasing and service provision

  • Soliciting, hiring, and managing outside consultants and vendors, as required


  • Bachelors' degree plus 15 years of IT Support experience

  • 8+ years' experience with End User Support including the development and implementation of 'gold loads'

  • Experience in more than one IT data center migration

  • 4-6 years of related work experience in IT Infrastructure and Systems development, which should include successful experience of leading or managing a team of technical resources

  • Excellent interpersonal and communication skills with the ability to interact with others and senior management

  • Experience in Cisco Infrastructure, MS Windows Server Environments, VMware Virtual Infrastructure and MS SQL Databases a plus

  • Experience with Skype VTC Systems as well as additional AV support experience

  • A wide degree of creativity and latitude is expected.

  • Proven communication skills - both written and verbal presentation



  • In Depth experience in a Microsoft Windows environment.

  • Experience with Help Desk Management System.

  • Experience in the Aerospace, Defense, and Government Services Industry.

  • Fluency in a foreign language

  • Ability to obtain and maintain a security clearance.

Work Environment

  • Weekend and evening on-call work may be required as needed.

  • Must be willing to travel to austere environments as needed.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
IT Systems Administrator End User Support

Jacobs Engineering

Posted 1 week ago

VIEW JOBS 3/13/2019 12:00:00 AM 2019-06-11T00:00 "Jacobs National Security Solutions (NSS) provides world-class IT network and service management capabilities; cutting edge cyber threat awareness and cybersecurity solutions; innovative web- and software applications development; and advanced data analytics for major clients in the Intelligence Community, Department of Defense, and Federal Civilian Agencies. Our forward thinking solutions deliver an integrated approach to IT network design and management, full lifecycle IT service management, IT service delivery, asset management, logistics and procurement, and vendor management. We leverage the expertise and passion of our employees to conduct identity and access management, penetration testing, and vulnerability assessments for our nation's most closely guarded agencies and networks. Our Cyber Security Operations Centers ensure safe, effective network operations for Federal clients while our data scientists are helping stop illegal acts before they can endanger Americans or our way of life. Jacobs promotes a culture of operational excellence to create a safer, smarter, and more connected world while upholding the highest standards of compliance, quality and integrity. We continue to thrive and need your talent and motivation to help propel us farther, faster." Jacobs is currently seeking an IT Systems Administrator - End User Support for the Reston, VA office. This individual would have to be okay with periodic travel to the Columbia, MD and DC offices. Duties will include: * Manage file servers, email servers, directory servers, workstations, storage devices, network routing/switching devices, and firewalls, including physical and virtual instances of each. * Analyzes, logs, tracks and resolves complex software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs. * Coordinates and monitors troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. * Create and Maintain system backups and perform recoveries when needed or scheduled * Responsible for attending to the incoming calls for IT support to the NSS IT Support Hotline * Responsible for email and ticket request management * Provision users with password, encryption and multifactor reset/resync support * Deploy or install hardware and software, performs troubleshooting and user assistance. * Assist in the maintaining operating systems and configuration of computer systems and network devices. * Provide accesses to file servers, email servers, directory servers, workstations, storage devices, network routing/switching devices, and firewalls, including physical and virtual instances of each. * Process access request to servers and control / monitor user access to devices, applications, and Storage Area Networks. * Adds, deletes, and or modifies user access to network services, manages account profiles, permissions, and access to resources. * US Citizens * Requires a High School diploma or equivalent and 3-5 years' customer service experience, or equivalent training and experience. Comprehensive knowledge of hardware and/or software products required. Must have strong communication skills and be able to effectively communicate technical issues. * Minimum Qualifications: * Demonstrated on-the-job experience in administration in an enterprise Windows AD environment. * Demonstrated on-the-job experience with systems infrastructure support for servers, bare-metal and virtualized, network gear, and security appliances/firewalls * Demonstrated on-the-job experience in systems maintenance, tuning, backup and recovery modeling and planning. * Ability to be stationed at a main office with occasional travel to sites within the D.C., Maryland and Virginia area. * Ability working within an IT support team and ability to contribute and collaborate in daily support activity * Regularly reports to management on daily support issues and progress * Ability to lift up to 30 pounds for a short period of time * Ability to be stationed at a main office with the ability to travel to sites within the D.C., Maryland and Virginia area. * Experience working within an IT support team and ability to contribute and collaborate in daily support activity * Desired Qualifications: * Industry certifications that support IT Administration like: CCNA, MCSA, CISSP, CompTIA A , Network , SQL, Oracle Essential Functions: Physical Requirements: Most work will be done at a desk or computer. Work Environment: General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers. Equipment & Machines: General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment. Attendance: Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur. Other Essential Functions: Must be able to communicate effectively both verbally and in writing Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to interface with individuals at all levels of the organization both verbally and in writing. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed. Must take and pass a drug test and background check as well as a motor vehicle records check. Must be a US citizen. #cjpost #LI-MM2 Jacobs Engineering Reston VA

Manager, End User Support

SOS International, Ltd.