CACI bv · 3 months ago
Service Desk Shift Lead
Sterling, VA
Full-time
Hybrid
Mid, Senior Level
$71K/yr - $149K/yr
5+ years expCACI is currently seeking a motivated and customer-oriented Service Desk Shift Lead to join their Customs and Border Protection (CBP) team in Northern Virginia. The role involves supporting end-user applications, managing a Tier 2 Enterprise Service Desk team, and collaborating with engineering teams to resolve technical issues while ensuring high-quality customer service and satisfaction.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Helping reproduce and diagnose problems
Providing remote support to users for network and desktop hardware and software problems
Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
Interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems
Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems
Possess and apply comprehensive knowledge across key tasks and high-impact assignments
Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites
Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software
Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner
Communicate issues and resolutions with appropriate stakeholders
Organizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clients
Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
Establishing communication channels among leadership and stakeholders
Providing support to end-users spanning a variety of issues
Identifying, researching, and resolving technical problems
Responding to telephone calls, email, and personnel requests for technical support
Documenting, tracking, and monitoring the problem to ensure a timely resolution
Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware
Maintaining relevant metrics that help the team see how they are doing
Supporting long- and short-range planning
Developing new and refining existing process to enhance quality and productivity
Ensuring product quality and timeliness of efforts
Qualification
Required
Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to: 3-year check for felony convictions, 1-year check for illegal drug use, 1-year check for misconduct such as theft or fraud
Bachelor's degree and 5+ years related technical and managerial experience
Experience with ServiceNow ticketing systems
Experience with JIRA Service Desk
Experience with Problem and Incident Management
Experience working with a large 365x24x7 on-call service desk team supporting multiple software applications
Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA
Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
Familiarity with the general IT practices and terminology
Excellent written and verbal communication skills
Highly responsible, team-oriented individual with very strong work ethic; self-starter
Strong, active listening skills
Preferred
ITIL Certification, other Technical Certifications
Experience with large scale ITSM and implementations
CBP, DHS, Border Patrol Systems experience
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI bv
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase