Service Desk Manager

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

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CACI is seeking an experienced Enterprise IT Service Desk Manager to manage operations for a 24x7x365 service desk. 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 ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

Our ideal EIT Service Desk Manager 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 who has intellectual curiosity, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, organized 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.

Duties and Responsibilities:

* Responsible for supervising, motivating, developing and directing a team of 40+ service desk staff

* 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

* Coordinate fixes, patches and software updates at the desktop level, and as appropriate at the network level including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

* 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 development and dissemination of help sheets, usage guides, and FAQ lists for internal stakeholders

* 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

Required Qualifications:

* Ability to be on call nights/weekends/holidays

* Able to Obtain a Secret Clearance

* DHS EOD Eligible (Active EOD preferred)

* ITIL v4 Foundations certification

* Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, 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 15 years of relevant experience

Preferred Qualifications:

* HDI Certification

* Instructional Design Experience

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:

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: 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. Learn more here

The proposed salary range for this position is:

$99,800 - $219,600