VIP End User Support Lead (Security Clearance Required)

VIP End User Support Lead

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is seeking a VIP End User Support Lead. As the VIP End User Support Lead, you will oversee the delivery of VIP desk-side support services, managing a team of dedicated on-site IT deskside personnel. You will oversee a team of 3-6 VIP IT technicians (Tier II) who provide IT support to VIP customers and support VIP user hardware (laptops, desktop, VDI, mobile devices, printers, etc.). You will serve as a direct interface to the DHS customer, providing status on special projects (e.g. hardware refreshes), VIP escalations and overall team performance. They are responsible for meeting Service Level Agreements and KPIs, ensuring tickets are resolved and updated in a timely fashion and populated with the correct work details. This customer is located in Arlington, Virginia and this position is full-time on-site.

More About the Role:

• Excellent interpersonal skills, verbal/written communication skills & the ability to manage multiple competing priorities while balancing team workload are required.

• Support and engage with the DHS HQ customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests

• Ensure the training, shadowing and successful onboarding of VIP Technicians

• Track and monitor the performance of all VIP customer SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk

• Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format

• Manage team schedule, balancing employee absences/vacations and DSS SLAs/KPIs

• Review service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.

• Compile weekly, quarterly, and annual reports and metrics.

• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information

• Provide technical leadership to ensure all solution options are fully exhausted before escalating to external teams

• Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues

• Set clear team goals and provide corrective action plans where individual performance is not being met

• Maintain dependable attendance and schedule adherence.

• Raise awareness of Priority issues as they occur; ensure that process is followed.

• Create an inspiring team environment with an open communication culture

• Collaborate with other DSS CACI organizational entities (e.g. service desk, VOC) and external vendors to solve issues on the customers behalf

• Provide accurate, timely, and professional follow up and resolution on all supported issues.

Required Qualifications:

• DHS EOD Eligible

• 5 years of previous experience managing team of 5 or more IT personnel

• 2 years of experience working as a manager on a federal contract

• Previous experience providing or managing VIP support

• Previous experience using ITSM tools for ticket and SLA tracking and reporting

• Collaborative management approach to drive project / task success across multiple stakeholder organization

• Prior experience working on customer site

Preferred Qualifications:

• Familiarity with ServiceNow

• ITIL 4 Foundation certification

• PMP or CAPM certification

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.

DHSHP

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 Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.