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CACI International Enterprise Service Desk Lead in Ashburn, Virginia

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

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. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.

What you’ll get to do:

  • 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.

You Will Bring These Qualifications:

  • 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

  • Excellent verbal and written communication skills

  • Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management

  • Bachelors Degree and 7+ years related technical and managerial experience (experience considered in lieu of degree)

  • Experience with ServiceNow ticketing systems.

  • Experience with JIRA Service Desk.

  • Experience with large scale ITSM and implementations

  • Ability to lead a large 365x24x7 on-call service desk team supporting multiple software applications.

  • 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.

  • Incident, Knowledge and Problem Management

These Qualifications Would Be Nice To Have:

  • Experience with ServiceNow

  • Experience with Problem and Incident Management

  • ITIL Certification, other Technical Certifications

  • Strong, active listening skills

  • CBP, DHS, Border Patrol Systems 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 opportunities.

  • 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 success.

Company Overview: 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 an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.