What are the responsibilities and job description for the Service Desk Lead position at CACI?
CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.
CACI has an excellent opportunity for an experienced, self-directed Service Desk Lead. This position is in support of a Department of Defense (DoD) organization.
As a Service Desk Lead you will provide daily supervision, technical support, and direction to Service Desk staff in support of a 24x7x365 Enterprise Service Desk Operation. You will provide guidance on troubleshooting and resolving incidents and service requests for a 60,000+ user community through telephone, emails, and chat.
More About the Role:
The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
Job Responsibilities:
- Accountable for the performance of service desk technicians on designated shift, managing staff schedules to ensure coverage for ongoing operations and surge events while meeting all performance requirements
- Leverage technical background to guide troubleshooting and incident management of technicians as necessary
- Interface with customers and other vendors for communicating status of operations, resolving escalations and complex issues in a timely and efficient manner acting as an escalation point for Service Desk Operations
- Communicate in a timely manner, any customer or technical issues adversely impacting Service Desk operations.
- Daily supervision of ~15 Service Desk agents, providing mentoring and coaching ensuring performance is maintained and service levels achieved
- Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
Qualifications:
- US Citizenship required.
- Must meet eligibility requirements for access to classified information and be successfully in obtain to a Department of Defense (DoD) Secret Clearance and pass all relevant background checks for a security clearance. Active DoD clearance preferred, but not required.
- 6-10 years’ experience required. Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience Master’s Degree in related field may be substituted for bachelor’s degree and 3 years relevant experience.
Desired Skills:
- An active DoD Secret or higher clearance
- ITIL Foundation or higher ITIL certification
- Experience working on a program that has gained an ISO/IEC 20000 or ISO 9001 certification
- Experience working in the Department of Defense
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
