CACI International STIP Service Desk Lead 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 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 capabilities.

Organizes, directs, and manages contract operation support functions, involving multiple, complex and inter-related project tasks. Manages teams of contract support personnel at multiple locations. Maintains and manages the client interface at the senior levels of the client organization. Meets with customer and contractor personnel to formulate and review task plans and deliverable items. Ensures conformance with program task schedules and costs. Establishes and maintains technical reports to show progress of tasks to management and customers, organizes and delegates responsibilities to subordinates and oversees the successful completion of all assigned tasks.


The STIP Service Desk Manager will oversee a team comprised of Tier 1 and Tier 1.5 service desk agents, providing 24x7 IT break/fix and service request fulfillment support to TSA's 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 agreements.

  • 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, train and develop service desk analysts ensuring high level of motivation and engagement.

  • 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 5 years of related work experience.

  • Minimum of 3 years working on an Service Desk

  • Minimum of at least 2 years in the role of Team Lead or supervisor

  • 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

  • Must be able to work well in an environment facilitating a large group of government and other contractor personnel to achieve a common goal

  • Detail oriented

  • Flexible – The environment is highly dynamic. You will be expected to keep up with the changing environment while ensuring a high level of operational effectiveness

  • Team Player – This role is part of a much larger team

Desired Skills:

  • Relevant DHS focused experience


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.

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 Disabilities.