Service Desk Manager

Oxon Hill, MD, United States

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

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.

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

Your potential is limitless. So is ours.

Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)

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 (https://careers.caci.com/global/en/employee-benefits) .

The proposed salary range for this position is:

$99,800 - $219,600

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.