CACI International Help Desk Manager in Fort Meade, Maryland

Job Description

As the Help Desk Manager/Lead you will develop, leads motivate and direct contractor IT service desk professionals in the delivery of excellent technical/non-technical customer support.

More About the Role:

You will provide direction and mentoring to service desk team members who are responsible for providing remote IT technical support. This will include analyzing performance, adherence to SLAs and developing recommended changes to improve response times.

You’ll Bring These Qualifications:

  • Experience with desktop applications and their support.

  • Ability to read, write, and follow standard operating procedures and technical documentation.

  • Excellent interpersonal skills and the ability to provide verbal directions, in the language of the user (without technical jargon).

  • Deep familiarity with the client base and resources being utilized by the DoD customer as well as the ability to use this information to assist in resolving issues or troubleshooting incidents or impairments.

  • Understanding of, and the ability to qualify and report, interactions and incidents.

  • Ability to gather metrics to ensure reporting requirements are being met.

Requirements also include:

  • CompTIA A+, CompTIA Network+, or a comparable higher level certification.

  • Current TS/SCI poly clearance

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.

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.