Service Desk Shift Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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CACI is seeking a Shift Lead for their IT Service Desk, The Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation. The Service Desk teams troubleshoot and resolve incidents and service requests for a 15,000+ user community for Department of Homeland Security through telephone and emails. The Service Desk Shift Lead will have extensive experience supporting customers in a Service Desk capacity, familiar with ITIL (Incident, asset, problem & change management), and managing the full life cycle of all reported incidents and service requests.

More About This Role

The Service Desk Shift Lead shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager and Deputy Service Desk Manager will work to ensure all Service Level Agreements are met.

Duties And Responsibilities

Accountable for performance of service desk technicians on designated shiftLeverage technical background to guide troubleshooting and incident management of technicians as necessaryManage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAsInterface with customers and other vendors for communicating status of operationsResolve escalations and complex issues in a timely and efficient mannerInform management in a timely manner of any customer or technical issues.Responsible for supervising, motivating, developing, and directing a team of techniciansResponsible for performance reviews and timesheets of assigned technicians.Working with Service Desk Manager to ensure deliverables are completed on timeMonitor Service Desk tickets to ensure Service Levels are metAnalyze, log and track issues and problem tickets related to DHS environmentProvide written and oral communications, and make recommendations for improvementsEnsure compliance with security procedures for data handling, participate in planning sessions for process improvementAct as escalation point for the Service Desk operationsAbility to be on call nights/weekends/holidays

Required Qualifications

Experience managing Service Desk operation with multiple techniciansHands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSMMust be able to communicate effectively, both written and verbal with senior management and technical staffPossess excellent customer service skills.Demonstrate at all times a professional manner and patience while interfacing with the customer and staff.Demonstrate at all times attentive listening skillsExperience with troubleshooting hardware and software.Must be proficient in Microsoft Windows 10 and Office 365Experience with Active Directory.Must be proficient in ticketing system, particularly ServiceNowTypically requires bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experienceAbility to obtain DHS EOD is required.Ability to obtain Secret Clearance.

Education & Experience

BA plus 8 years of relevant experience or 14 years of relevant experience

Desired Qualifications

ITIL v4 certificationHDI CertificationMCP CertificationCOMPTIA 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 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

$64,400 - $135,100