Integrated Help Desk Manager
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking an Integrated Help Desk Manager to join Our Luke Team! You will lead a distributed help desk team which provides application support services for a diverse CIO customer base. You will lead the single point of contact delivery of support for a full spectrum of important IT-focused, enterprise-wide lifecycle support. This includes dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Invent your future and make a lasting impact at CACI!
Duties include but are not limited to:
Lead operations of help desk and services as focal point for customer concerns
Deliver IT Service Management support for applications over multiple customer segments
Integrate, consolidate, and standardize IT Service Management Processes
Interface with customer stakeholders and DevOps support teams
Mentor your team and provide training.
Maintain and analyze metrics for continual improvement of service value stream
Respond to and diagnose problems and service requests through discussion with end users
Ensure a timely support process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up step
Document, track, and monitor the incidents to to ensure a timely resolution
Coordinate second tier support for application continuity of service
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Simulate or recreate user problems to resolve operating difficulties
Conduct analysis of identified problems and coordinate with DevOps teams to document known errors, workarounds, knowledge documents and recommend solutions to known errors
You'll Bring These Qualifications:
Bachelor's degree in a related field, from an accredited institution
7+ years of relevant experience.
TS/SCI clearance with poly
In-depth experience and knowledge of Help Desk support and IT Service Management
Demonstrated experience with providing customer service for systems that reside in a secure environment
Ability to communicate effectively with customers and stakeholders in a fast-paced environment
These Qualifications Would be Nice to Have:
Demonstrated experience with IT Service Management Practices
ITIL Certification
Agile Certification
Demonstrated experience with providing customer service for systems that reside in a secure environment
Working knowledge of ServiceNow
Working knowledge of Jira
What we can offer you:
At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.
CACI's Flexible Time Off (FTO) plan allows employees to take vacation as needed, without a set number of minimum or maximum days, and is available day one of employment.
CACI has been named one of Fortune magazine's World's Most Admired Companies and has been named an Energage Top Workplace USA for 2023!
CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.
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.
With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post.
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)
The proposed salary range for this position is:
$77,200 - $162,200
