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Service Desk Shift Lead

Job Description

What You’ll Get to Do:

CACI is currently hiring outstanding IT candidates to join our DHS team in the National Capital Region (NCR). CACI is providing a variety of IT services to this customer including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services.

CACI is looking for an experienced Enterprise IT Service Desk Shift Lead to manage operations during a shift for a 24x7x365 service desk.  The Service Desk Shift Lead will oversee a service desk team responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 10,000+ user community. 

More About the Role:

  • Accountable for performance of service desk technicians on designated shift
  • Leverage technical background to guide troubleshooting and incident management of technicians on the team as necessary
  • Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs
  • Interface with customers and other vendors for the purpose of communicating status of operations
  • Resolve escalations and complex issues in a timely and efficient manner with superior customer service
  • Inform management in a clear, concise, and timely manner of any customer or technical issues.
  • Satisfactorily complete and maintain quarterly internal training and certification standards.
  • Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times.
  • Maintenance of established return to service process library, including the development on new procedures as needed
  • Act as escalation points for the Service Desk operations
  • Ability to be on call for other shifts
  • Responsible for supervising, motivating, developing and directing a team of technicians

You’ll Bring These Qualifications:

  • DHS EOD Eligibile (Active EOD preferred)
  • Typically requires a bachelor’s degree or equivalent, and six to eight years of related work experience, including at least 1 year managing a technical team in an enterprise IT operations environment
  • Candidate must have experience across a broad array of technologies to include Windows 10, Windows Server 2003/2008, 2012 and 2016, DHS, DHCP and Active Directory administration in a large enterprise environment
  • Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
  • Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
  • Experience using an ITSM tool to drive service delivery and performance
  • Proven leadership skills with the ability to coach team members

These Qualifications Would be Nice to Have:

  • ITIL v3 certification
  • HDI Certification
  • MCP Certification
  • MCSA: Windows 10
  • Office 365
  • COMPTIA A+, or Network+, or Security+ 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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location



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.

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