SPS Level 2/3 Help Desk Manager

SPS Level 2/3 Help Desk Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You’ll Get to Do

Supervising staff members providing professional services to government agencies. Monitoring daily operations of functional and technical support teams for the Dept of Defense as well as other federal government agencies. Oversight of externally certified quality standard project management infrastructure (ISO standardized).

More About the Role

This Business Systems Analysis M1 role will fulfill a manager role on the SPS Level 2/3 Help Desk while also being a part of the larger Omni-Channel Service Desk team within BITS called TSCSG.  This manager will oversee roughly 5 people that provide technical support to Authorized Callers from the various services across DoD.   Technical Support includes development of SQL scripts, Database Maintenance, development of technical tools using PowerBuilder and low-code tools.  The manager will be responsible for overseeing technical staff, assisting with more complex issues, career development for direct reports to ensure they have developmental milestones, and tracking development schedules.

In addition to SPS support, several of the individuals’ direct reports will also support a product used to support another Federal Civilian customer, Federal Deposit Insurance Corporation.  This support will not be technical, and the individuals will be responsible for user account management, password resets, and support known functional application issues.  This candidate with work with supervisory manager to report on daily operations of the support personnel, including reporting and quality assurance. This candidate will also have one direct report that is a non-exempt employee therefore, tracking schedules for this candidate against the two full time resources will be key.  Candidates for this role will oversee all work performed and collect Quality assurance checks from direct reports that have access to the system to ensure quality work is being performed.  

You’ll Bring These Qualifications

Typically has a University Degree (BA/BS) or equivalent experience and minimum 3 years related work experience.

Provides technical knowledge and analysis of highly specialized applications and operational environment, high level functional systems analysis, design, integration, documentation, and implementation advice on exceptionally complex problems that necessitate high-level knowledge of the subject matter for effective implementation.

Oversight of junior-level resources, daily operations, and general supervision of employee’s performance and delivery.

These Qualifications Would Be Nice to Have

ITIL certified.  Experience with ISO 20000 and/or ISO 9001 quality standards

Advanced graduate degree or specialized certification related to project management e.g., Project Management Professional (PMP)

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.

 

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. 

Pay Range: The proposed salary range for this position is $68,400-$143,700. There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and, life insurance, retirement and savings.

Salary : $68,400 - $143,700