Job Information
CACI International Technical Operations Center Shift Lead in Arlington, Virginia
Technical Operations Center Shift Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
The TOC Service Desk Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation. The Service Desk teams troubleshoot and resolve incidents and service requests for a 8,000+ user community for Department of Homeland Security through telephone and emails. The Service Desk Shift Lead will have extensive experience supporting customers in a Service Desk capacity, familiar with ITIL (Incident, asset, problem & change management), and managing the full life cycle of all reported incidents and service requests.
This position requires a minimum of 3 days on-site in Arlington, VA.
We are hiring for three (3) shifts to include: 6-2:30 M-F , 9 to 5:30 M-F and 1-9:30 [with oversight of the night and weekend staff]
More About the Role:
The Service Desk Shift Lead shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.
Accountable for performance of service desk technicians on designated shift
Leverage technical background to guide troubleshooting and incident management of technicians as necessary
Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs
Interface with customers and other vendors for communicating status of operations
Resolve escalations and complex issues in a timely and efficient manner
Inform management in a timely manner of any customer or technical issues.
Responsible for supervising, motivating, developing, and directing a team of technicians
Responsible for performance reviews and timesheets of assigned technicians.
Working with Service Desk Manager to ensure deliverables are completed on time
Monitor Service Desk tickets to ensure Service Levels are met
Analyze, log and track issues and problem tickets related to DHS environment
Provide written and oral communications, and make recommendations for improvements
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
Act as escalation point for the Service Desk operations
Ability to be on call nights/weekends/holidays
You’ll Bring These Qualifications:
Experience managing Service Desk operation with multiple technicians
Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
Must be able to communicate effectively, both written and verbal with senior management and technical staff
Possess excellent customer service skills.
Demonstrate at all times a professional manner and patience while interfacing with the customer and staff.
Demonstrate at all times attentive listening skills
Experience with troubleshooting hardware and software.
Must be proficient in Microsoft Windows 10 and Office 365
Experience with Active Directory.
Must be proficient in ticketing system, particularly ServiceNow
Typically requires bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experience
Ability to obtain DHS EOD is required.
Ability to obtain Secret Clearance.
These Qualifications Would Be Nice to Have:
ITIL v3 certification
HDI Certification
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)
The proposed salary range for this position is:
$64,400 - $135,100