Responsibilities:

• Assists in overseeing total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and knowledge management to ensure 24/7/365 operational continuity for 40,000+ users across 350+ worldwide facilities

• Supports Tier 0, Tier I, and Tier II support operations through the Consular Affairs Service Desk (CASD) utilizing modernized incident management tools to track, prioritize, escalate, and resolve incidents, problems, and service requests via multiple channels (email, phone, chat, walk-in, automated reporting)

• Coordinates Total Ticket Ownership (TTO) including root cause analysis, problem management investigations, change management coordination, and trend analysis to proactively address recurring system events and outages

• Supports Service Center communications, reporting, and notification procedures including development of a comprehensive Notification Plan covering scheduled/unscheduled outages, release management, and deployments across service portal, banners, ACD, and email

• Assists in administering Automatic Call Distribution (ACD) telemetry system with callback/line queuing services, real-time logging, monitoring, accounting, and reporting to manage high call volumes efficiently

• Assists in preparing Daily Operations Reports and conducting Daily Status Reviews (DSRs) providing operational status updates on incidents, problems, change requests, and planned/unplanned outages

• Supports Desktop Support operations for desktops, laptops, Enterprise Mobile Devices (EMD), tablets, and peripherals for all DT/EA/CST users in accordance with DOS policies

• Assists in optimizing customer support processes to achieve service levels by enhancing Ticket Management System configurations, self-help/self-service capabilities, incident categorization classifications, and Priority Escalation/Criticality matrix

• Provides technical and management support on major assignments, assists in establishing goals and plans that meet project objectives, and supports activities with shared responsibility for financial management, methods, and staffing

Qualifications:

Required –

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, Management, or a related discipline

• 8+ years of relevant experience supporting enterprise IT service delivery, Service Desk, Service Center, Desktop Support, or IT operations environments. Additional relevant experience, education, or technical training may be considered in lieu of degree requirements.

• Active Secret security clearance

• Demonstrated experience supporting or managing large-scale enterprise Service Desk, Service Center, Desktop Support, or End User Support operations, preferably within geographically dispersed and mission-critical environments.

• Experience supporting 24/7/365 IT operations and maintaining service continuity for large, diverse user populations across multiple locations and time zones.

• Experience overseeing or coordinating Tier 0, Tier I, and Tier II technical support operations, including ticket intake, triage, prioritization, escalation, troubleshooting, resolution, and closure.

• Experience managing the end-to-end lifecycle of incidents and service requests, including Total Ticket Ownership (TTO), escalation management, service restoration, customer communication, and resolution tracking.

• Demonstrated experience coordinating Major Incident Management, including response to high-priority or critical incidents, outages, service disruptions, and other events requiring rapid cross-functional coordination and executive-level visibility.

• Experience conducting or coordinating root cause analysis (RCA), Problem Management investigations, trend analysis, and corrective action activities to identify and reduce recurring incidents and service disruptions.

• Experience developing, monitoring, and reporting against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational performance metrics, and customer service objectives.

• Experience with enterprise ITSM/ticket management platforms, such as ServiceNow or comparable solutions, including incident categorization, escalation workflows, knowledge management, reporting, and dashboard capabilities.

• Experience supporting or overseeing Desktop Support and End User Services, including desktops, laptops, mobile devices, tablets, peripherals, and other enterprise-managed equipment.

• Demonstrated experience developing or contributing to daily operational reporting, executive-level status reporting, operational reviews, and performance briefings covering incidents, problems, changes, outages, service levels, and emerging risks.

• Demonstrated ability to coordinate activities across Service Desk, Desktop Support, infrastructure, network, application, cybersecurity, and other technical teams to drive timely resolution of complex service issues.

Desired –

• Prior experience supporting federal agencies, especially the Department of State

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: