CACI International Service Desk Lead in International, Germany
Service Desk Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular-Long Term Assignment
Percentage of Travel Required: Up to 10%
Type of Travel: Local
Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement EUCOM’s mission objectives.
What You’ll Get to Do:
CACI has an excellent opportunity for an experienced, self-directed, Service Desk Lead . This position is in support of a Department of Defense (DoD) organization, US EUCOM located OCONUS in Stuttgart, Germany. This position is required to travel OCONUS.
The Service Desk Lead will supervise and provide technical expertise to Service Desk Technicians. Responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Lead the team in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems. Create and maintain systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Supervise a large team, multiple teams, or team leads including scheduling and delegating duties and tasks within the team or across multiple teams. Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support. Actively monitor and report on systems to track achievement of Critical Success Factors (CSF). Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices. Oversee changes within the environment to ensure proper procedures are followed. Act as a mentor to members of the Service Desk team and provide direction. Responsible for employee actions including performance management and development.
Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.
More About the Role:
The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
Lead service desk technicians as the primary point of contact between the user and the service in performance of event, incident, problem, or request. Change Management functions. Enhanced Trusted Agent support and multi-factor authentication support for 24x7x365 operations. Operate and manage service desk capabilities. Lead/run the incident management process from recording to final incident closure. Operate and manage remote access capability. Support exercises as needed.
You’ll Bring These Qualifications:
Currently hold an adjudicated Secret Clearance and be able to maintain
BA/BS + 5 years recent specialized or AA/AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience
Microsoft Certified Solutions Associate MCSA: Windows 10/Office 365
DOD 8570 IAT2 compliance (CompTIA Security +, equal or greater)
Exemplary Customer Service skills
These Qualifications Would be Nice to Have:
ITIL v3 – Foundation
Automation using Microsoft PowerShell, VBScript, or batch files
Adaptable to changing circumstances and operational needs
Understanding of Department of Defense Military standards
Experience working with and supporting Cisco Routers and Switches
Experience with DoD IT security requirements
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 a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.