Enterprise Service Desk Team Manager

Responsibilities:

• Lead, mentor, and develop a team of approximately 12 Service Desk technicians, fostering a collaborative, high-performing, and customer-focused work environment.
• Oversee daily Service Desk operations, ensuring incidents and service requests are accurately logged, prioritized, and resolved in accordance with established Service Level Agreements (SLAs).
• Monitor team performance, service metrics, and operational goals to ensure consistent delivery of high-quality support.
• Provide technical guidance and coaching to technicians, assisting with the resolution of complex or high-impact incidents when needed.
• Serve as the primary escalation point for service-impacting issues, coordinating with customers, stakeholders, and vendor partners to drive rapid and effective resolution.
• Communicate operational, technical, and customer service concerns proactively, ensuring risks are identified, escalated, and mitigated appropriately.
• Promote a culture of continuous improvement by identifying opportunities to enhance processes, efficiency, knowledge sharing, and service delivery.
• Ensure compliance with cybersecurity, data protection, and information handling requirements.
• Support workforce development through coaching, performance management, and ongoing training initiatives.

Qualifications:

Required: 

• Ability to obtain and maintain a DoD Secret Security Clearance.
  10+ years of relevant IT experience. A bachelor's degree in a related field may substitute for up to 5 years of experience.
• Minimum of 2 years of experience in a supervisory, team lead, or people management role.
• Demonstrated ability to coach, mentor, and develop technical teams.
• Strong customer service, communication, and problem-solving skills.
• Experience managing service delivery in a fast-paced IT support environment.

Desired:

• Active DoD Secret Clearance or higher.
• DoD 8570/8140 baseline certification(s), such as Security+, CASP+, CISSP, or equivalent.
• Experience with IT Service Management (ITSM) platforms, including ServiceNow.
• Previous experience supporting Department of Defense (DoD) organizations or programs.
• Experience managing teams within a large-scale enterprise IT support environment.
  

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: