Enterprise Service Desk Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
What You'll Get to Do:
CACI is currently looking for an Enterprise Service Desk Lead with IT Service Management (ITSM) experience to join our BEAGLE (Border Enforcement Applications for Government Leading-Edge Information Technology) Agile Solution Factory (ASF) Team supporting Customs and Border Protection (CBP) client located in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development for the Department of Homeland Security (DHS).
As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels.
More About the Role:
Lead a diverse team of Service Desk professionals, responsible for:
Supporting end user applications and work in a multi-tier service desk as well as work with software development and systems administrators to help 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.
Define and strategize Incident, Knowledge and Problem management across a large scale organization.
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.
Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
Establishing communication channels among leadership and stakeholders
You Will Bring These Qualifications:
Bachelors Degree (experience considered in lieu of degree)
7+ years related technical and managerial experience
Experience with ServiceNow ticketing systems.
Experience with JIRA Service Desk.
Experience with large scale ITSM and implementations
Demonstrated skill to lead a large 365x24x7 on-call service desk team supporting multiple software applications.
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.
Incident, Knowledge and Problem Management
Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).
Adaptable and able to work constructively with a technically and geographically diverse team.
Pass CBP background investigation (U.S. Citizenship required).
These Qualifications Would Be Nice to Have:
College degree (B.S.) in Computer Science, Information Management Systems
Experience with Problem and Incident Management
ITIL Certification, other Technical Certifications
Strong, active listening skills
CBP, DHS, Border Patrol Systems experience
Excellent verbal and written communication skills
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 (https://careers.caci.com/global/en/employee-benefits)
Since this position can be worked in more than one location, the range shown is the national average for the position.
The proposed salary range for this position is:
$67,100-$141,000
