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Service Desk Lead

Company: CACI
Location: Chantilly
Posted on: June 9, 2018

Job Description:

Service Desk Lead
Req #: ******Location: Chantilly, VA USJob Category: Information
TechnologySecurity Clearance: SecretClearance Status: Must be
Job Description
CACI is currently looking for outstanding IT candidates to join our
TSA IT Management, Performance Analysis, and Collaborative
Technologies (IMPACT) team in the National Capital Region (NCR) and
throughout the United States. CACI will provide a variety of IT
services through IMPACT including cyber security, identity and access
management, risk management, cloud integration and engineering, field
support services, service desk, application deployment and
optimization, and operations center support services. CACI will
support TSA in both classified and unclassified IT operational
environments increasing availability and security for a variety of
applications and systems. IMPACT services will integrate with the
broader DHS mission and enhance existing Department-wide IT
The Service Desk Manager will oversee a team of 60 Tier 1 and Tier 1.5
service desk agents, providing 24x7 IT break/fix and service request
fulfillment support to TSA's 80,000 end users. This candidate will
provide day to day management, implementing policies and procedures
regarding how incidents and request are identified, received,
documented, distributed and completed. The service desk manager will
be responsible for increasing first call resolution, implementing self
service capabilities and meeting service desk service level
* Supervise and manage day to day operations of front line (Tier 1
and Tier 1.5) resources assigned to the Service Desk, ensuring
incidents and service requests are worked efficiently within the
agreed SLAs.
* Manage and monitor five (5) service desk leads, identifying
workforce issues and designing and implementing corrective actions
* Manage, train and develop service desk analysts ensuring high
level of motivation and engagement.
* Develop and maintain staffing schedules to ensure 24x7 coverage of
Tier 1 and Tier 1.5 personnel
* Conduct regular performance and 1-2-1 review meetings and address
performance issues.
* Provide data and reports of KPI's and trends to End User Service
Director in daily reporting formats.
* Design, test and deploy Remedy Self Service and BOMGAR remote
support tools.
Required Skills:
* Ability to obtain a DOD Security Clearance
* Ability to obtain a DHS Entrance on Duty (EOD)
* BA/BS or equivalent experience and minimum 10 years of related
work experience.
* Minimum of 6 years working on an Service Desk, at least 3 of which
was in the role of Team Lead
* Ability to manage and lead a team by example
* Excellent written and oral communication skills
* Effective and efficient Time management of self and team duties
* Strong understanding of Service Desk systems and processes with
experience using BMC Remedy
* Able to plan and prioritize team workload to ensure objectives are
achieved on time.
Desired Skills:
* Relevant DHS focused 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
* We are mission-oriented and ever vigilant in aligning our
solutions with the nation s highest priorities.
* For over 55 years, the principles of CACI s unique,
character-based culture have been the driving force behind our
Job Location
CACI employs a diverse range of talent to create an environment that
fuels innovation and fosters continuous improvement and success. At
CACI, you will have the opportunity to make an immediate impact by
providing information solutions and services in support of national
security missions and government transformation for Intelligence,
Defense, and Federal Civilian customers. CACI is proud to provide
dynamic careers for employees worldwide. CACI is an Equal Opportunity
Employer - Females/Minorities/Protected Veterans/Individuals with

Keywords: CACI, Chantilly, Service Desk Lead, Other, Chantilly, Virginia

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