Job Description

Job Title: Help Desk ManagerJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *

The Opportunity:

CACI is seeking an experienced End User Support Manager to manage operations for a 6am – midnight (M-Sun) service desk and 7am to 5pm (M-F) end user support team to support a Department of Homeland Security customer. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 20,000+ user community. The desk-side support team will handle end user onboarding, device troubleshooting and on-site customer issues. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, enterprise environment and a track record of meeting or exceeding contractual service level agreements.

Our ideal candidate should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are looking for someone with previous service desk experience, data centric, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, and results driven. If you are a true servant leader with experience making informed decisions aligned with corporate values and objectives, we want to hear from you.

This position is hybrid, with 3 days a week required onsite at the National Harbor, MD.

Responsibilities:

• Responsible for supervising, motivating, developing and directing a team of 19 service desk staff and 4 deskside technicians

• Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs

• Ensure that communications to key stakeholders are provided in a concise and timely manner

• Manage the processing of incoming contacts to the Service Desk via telephone, portal, e-mail, and chat, to ensure courteous, timely, and effective resolution of customer issues

• Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation

• Track and analyze trends in Service Desk requests and generate statistical reports. Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.

• Oversee the development, implementation, and administration of service desk staff training procedures and policies

• Provide thorough triaging of tickets by liaising with other IT teams

• Assist other IT teams with projects

• Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.

• Provide written and oral communications, make recommendations for improving documentation

• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

• Provide recommendation to the Government on issues/problems identified and reported in trend analysis

• Attend morning operations meeting if need to apprise the Government on the status of tickets and any issues/problems with resolving tickets

• Act as escalation points for the Service Desk operations

Qualifications:

Required:

• DHS EOD Eligible

• Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, Video Conferencing fundamentals and printing

• Hands on experience with incident and problem management in ServiceNow

• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

• Experience using an ITSM tool and Automatic Call Distribution (ACD) systems to drive service delivery and performance

• Proven leadership skills with the ability to coach team members

• Able to effectively influence and develop strong relationships with key stakeholders

• Effective communicator across a range of business levels

Education & Experience:

• BA/BS and 10 years of relevant experience (BA can be replaced with 6 additional years of experience or and AA + 4 years)
• ITIL Certification 

Desired:

• HDI

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range

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, 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. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$84,900 - $178,400 CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.