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Integrated Service Center Shift Lead

Job Description


What You’ll Get to Do:

Act as an Integrated Service Center Shift Lead supporting the Enterprise Integrated Service Center to ensure monitoring, tracking, and documenting of system level incidents and escalation of incidents affecting critical business functions.


More About the Role:

  • Responsible for overseeing activities on the Integrated Service Desk floor to include managing shift schedules and teams.
  • Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
  • Assist with the development and maintenance of standard operation monitoring procedures
  • Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
  • Monitor planned and unplanned service impacting changes
  • Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
  • Assist with SharePoint Outage Tracker entries and updates
  • Perform trend analysis reports as requested
  • Check on the status of Critical Site Tickets and close if possible
  • Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible



You’ll Bring These Qualifications:

  • 5 Years IT Experience without Degree
  •  Hold an ITIL and/or technical certification•
  • Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
  • Security+ certification



These Qualifications Would be Nice to Have:

  • Proficient in word processing, spreadsheets, and desktop applications
  • Strong communication and interpersonal skills
  • Strong logic and analytical skills
  • Strong customer service skills and experience
  • Excellent oral and written communication skills
  • Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
  • Excellent organizational skills
  • Basic knowledge of ServiceNow, Windows Desktops and other IT Service Management Systems
  • Bachelors’ Degree + 3-4 years working in a technical environment as it relates to IT issues
  • Associates Degree +5- 6 years

Allspark


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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location

US-Philadelphia-PA-PHILADELPHIA


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Company Name:
Security Clearance:
Top Secret / SCI + Poly
Location:
Philadelphia, Pennsylvania
Country:
United States
Salary:
Not Specified
Job Number:




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