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CACI International Enterprise Service Desk Manager in National Harbor, Maryland

Job Description

What You’ll Get to Do:

CACI is currently looking for outstanding IT candidates to join our DHS team in the National Capital Region (NCR). CACI is providing a variety of IT services to this customer 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 is looking for an experienced Enterprise IT Service Desk Manager to manage operations for a 24x7x365 service desk. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 10,000+ user community. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

More About the Role:

  • Responsible for supervising, motivating, developing and directing a team of 30+ service desk staff

  • Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs

  • Ensure that communications to key stakeholders are provided in a concise and timely manner

  • Manage the processing of incoming contacts to the Service Desk via telephone, portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues

  • Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation

  • Coordinate fixes, patches and software updates at the desktop level, and as appropriate at the network level including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

  • Track and analyze trends in Service Desk requests and generate statistical reports. Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.

  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for internal stakeholders

  • Oversee the development, implementation, and administration of service desk staff training procedures and policies

  • Provide thorough triaging of tickets by liaising with other IT teams

  • Assist other IT teams with projects

  • Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.

  • Provide written and oral communications, make recommendations for improving documentation

  • Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

  • Provide recommendation to the Government on issues/problems identified and reported in trend analysis

  • Attend morning operations meeting if need to apprise the Government on the status of tickets and any issues/problems with resolving tickets

  • Act as escalation points for the Service Desk operations

You’ll Bring These Qualifications:

  • Ability to be on call nights/weekends/holidays

  • Secret Clearance

  • DHS EOD Eligible (Active EOD preferred)

  • Typically requires a bachelor’s degree or equivalent, and ten to twelve years of related work experience, including at least 3 years of experience managing service operations teams of 30+ staff in an enterprise environment

  • ITIL v3 certification

  • Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing

  • Hands on experience with incident and problem management in ServiceNow

  • Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

  • Experience using an ITSM tool to drive service delivery and performance

  • Proven leadership skills with the ability to coach team members

  • Able to effectively influence and develop strong relationships with key stakeholders

  • Effective communicator across a range of business levels

These Qualifications Would be Nice to Have:

  • HDI Certification

  • MCP Certification

  • COMPTIA A+, or Network+, or Security+ 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 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.