Apply on Employer Site

CACI International Inc · 5 months ago

Enterprise Service Desk Team Manager (Day Shift)

US OK Oklahoma City

Full-time

Onsite

Senior Level, Lead/Staff

$55K/yr - $116K/yr

10+ years exp

CACI International Inc is seeking an experienced IT professional for the role of Enterprise Service Desk Team Manager. This position involves leading a team of Service Desk technicians to ensure high-quality IT support and service delivery while fostering a culture of continuous improvement and operational excellence.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

Responsibilities

Provide direct supervision, coaching, and development for a team of approximately 12 Service Desk technicians, fostering a high-performance culture and ensuring adherence to service quality standards

Manage the day-to-day performance of Service Desk technicians during assigned shifts, while meeting defined service levels and performance metrics

Apply technical expertise to support frontline troubleshooting and guide incident resolution, stepping in to assist technicians with complex or high-impact issues as needed

Serve as the primary escalation point for service disruptions, interfacing with customers, internal stakeholders, and external vendors to communicate status updates and drive timely issue resolution

Proactively communicate any technical or customer-related issues that may impact Service Desk operations, ensuring timely escalation and mitigation

Enforce compliance with data security and handling protocols, and actively contribute to planning and continuous improvement initiatives to enhance Service Desk processes and efficiency

Qualification

ITSM ToolsDoD 8570/8140 certificationsTeam leadershipCustomer service focusCoaching skillsIncident resolutionContinuous improvement

Required

Ability to obtain and maintain a DoD Secret Clearance

10+ Years of relevant experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience)

2 years being in a supervisory or team lead capacity

Proven ability to lead, coach, and develop staff

Preferred

An active DoD Secret or higher clearance

DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

Experience with ITSM Tools (ex: ServiceNow)

Experience working in the Department of Defense

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees