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CACI International Deputy Service Desk Manager in National Harbor, Maryland

Deputy Service Desk Manager

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

CACI is seeking a Deputy Manager of an IT Service Desk, supporting day-to-day operations including scheduling, hiring, performance monitoring and continual service improvement. You will oversee ticket and call queues while streamlining workflows and helping technicians develop the skills required to succeed, both in their current roles and desired career paths. You will work closely with the Service Desk Manager to establish new policies and metrics, as well as oversee exciting departmental projects, e.g., software automation, establishing incentive-based vehicles (Gamification), etc.

Our ideal Deputy should feel comfortable not only setting expectations for the team but assisting with escalations and onsite tasks as they arise. We are looking for someone who shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, organized and results-driven. If you are a true servant leader with experience mentoring and guiding your team to make informed decisions aligned with corporate values and objectives, we want to hear from you.

More About the Role:

  • Monitor Service Desk tickets to ensure Service Levels are met

  • Analyze, log and track incident and request tickets related to DHS environment

  • Develop ticket & call reports to identify performance gaps and coaching needs

  • Facilitate staff meetings, Customer meetings, etc., in absence of Service Desk Manager

  • Partner with Service Desk Manager to establish goals, track agent & department performance, and define career paths that align each individual’s passion with purpose

  • Work with Manager to monitor CSAT feedback and ensure Quality Assurance within the team

  • Identify opportunities and recommend improvements and best practices to senior leadership

  • Continue to refine the onboarding training program for new technicians to ensure tech success

  • Lead with resourceful mindset to drive successful outcomes and foster customer-centric culture

  • Establish trust, act with integrity and maintain a high level of confidentiality in all activities

  • Ensure security compliance, and participate in planning sessions for process improvement

  • Act as escalation point for the Service Desk operations

  • Ability to be on call nights/weekends/holidays

You’ll Bring These Qualifications:

  • 3+ years of experience in a technical people management role

  • 5+ years of hands-on experience in enterprise IT support

  • Experience managing technicians with varying skill levels and supporting end users remotely

  • Ability to provide rapid responses to all executive support requests and triage ongoing tickets

  • Professional, customer-oriented and even-keeled under pressure

  • Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM

  • Intermediate to advanced MS Excel skills to aid with report generation and analysis

  • Effective communicator at all levels, both written and verbal

  • Ability to obtain DHS EOD is required.

These Qualifications Would Be Nice to Have:

  • ITIL v3 certification

  • HDI 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 60 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.