CACI International Integrated Service Center Lead in Chantilly, Virginia
The preferred candidate will be a key contributor in executing the strategic approach and operational management for the integration of our centralized Service Desk. The role is based primarily in Chantilly, VA. The Service Center is the first point of contact for all technology issues for a large Government Organization, and is responsible for resolving issues over the phone, email, or remote support technology. Unresolved issues may require triage and escalation to the appropriate group within the organization. This position is responsible for ensuring that support interactions are coordinated, efficient and performed with a high level of client/customer satisfaction. This position also plays a key role in process and policy review.
The Service Center Lead will manage multiple teams including: Tier 1 Support, Tier 1 Training, Account Management Services, Incident Management and Knowledge Management. This position will be responsible for ensuring quality, developing training plans for Tier 1 technicians, weekly metrics and reporting, and operating 24x7.
The successful candidate must be able foster a culture of service with the staff to help deliver a positive customer experience for users with diverse business needs. This individual must leverage coaching and feedback, collaboration, and performance measures to influence the team in delivering a common positive experience. The environment is currently decentralized across multiple locations and operates with a variety of ITSM tools and levels of ITSM process maturity. Success requires building a culture of service and leveraging tools and skills to move the team forward. This role requires creative problem-solving skills in dealing with complex business and IT challenges that cross multiple domains.
Provide first contact resolution or effective triage and escalation of all issues and requests
Supervise, hire, train, and evaluate the performance of staff. Facilitate a collaborative environment with cross-training and staff development
· Provide leadership to deliver efficient and effective operations for end user service support
Develop policies and procedures to support a repeatable and customer-oriented service
Ensure a knowledge management approach that is repeatable and documents accurate solutions
Envision and encourage automation and self-service solutions, empowering end users to diagnose and resolve problems independently
Implement effective account administration workflows
Responsible for monitoring and reporting on SLAs and metrics trends
Develop internal KPIs to manage SLAs
Facilitate interaction between the Service Desk and other departments to foster positive communication throughout the organization
5+ years of leading teams in Customer Service or IT Service Management
3+ years of experience with workforce management planning
3+ years of experience providing data and reporting of KPI’s, SLA’s, and trends
Ability to create and maintain an inclusive team environment
Demonstrated ability to continuously improve services and procedures
Prior state government or public service experience is a significant plus
Training & Certifications:
Bachelor's Degree or an equivalent combination of education and work experience required
ITIL v3 Foundations and Service Operation Intermediate level certification. ITIL Expert preferred.
8570 (Security +) certification
HDI Customer Service Representative a plus
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.