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CACI International Help Desk Supervisor in Chantilly, Virginia

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 provides 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 supports 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 capabilities.

What You’ll Get to Do: CACI is looking for an experienced Helpdesk Supervisor to work on a 24x7x365 service desk. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 65,000+ user community. The ideal candidate will have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. More About the Role:

  • Program requires support 24x7x365 days a year, the selected individual must be available to support this schedule. May include weekends, overnights and Federal Holidays.

  • Manage the processing of incoming contacts to the Service Desk via telephone, portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues.

  • Manage a team of help desk specialists.

  • Provide thorough triaging of tickets by liaising with other IT teams.

  • Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.

  • Troubleshoots and determines problems for customer specific operating systems and applications.

  • Responsible for assisting with the opening, tracking and closing trouble tickets.

  • Act as escalation points for the Service Desk operations.

  • Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.

  • Ensures problem ownership and promotes end-user satisfaction.

  • Participates in special projects as required.

  • Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.

  • Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.

  • Requires strong communication and excellent customer service skills. Role may be considered mission critical.

You’ll Bring These Qualifications:

  • US Citizenship required

  • A DHS Entrance on Duty (EOD) must be obtainable to begin employment and must be maintained as a requirement of continued employment

  • Requires a High School degree or equivalent, and at least one (1) year of related supervisory experience

  • Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing

  • Hands on experience with incident and problem management

  • Effective communication skills

  • Proven leadership skills with the ability to coach team members

  • Able to effectively influence and develop strong relationships with key stakeholders

  • Ability to be on call nights/weekends/holidays

  • ITIL v4 certification required within 90 days of hire

These Qualifications Would be Nice to Have:

  • Experience with incident and problem management systems (e.g. Remedy, ServiceNow)

  • Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

  • COMPTIA A+, or Network+, or Security+ 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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


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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 Disabilities.