Service Desk Lead (Senior)

Responsibilities:

• Lead CASD operations providing professional, high-quality Tier I support to the DT/EA/CST internal user community, serving as the primary contact for all customer service events
• Direct Total Ticket Ownership (TTO) activities by coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and performing trend analysis to manage recurring system events
• Develop and maintain comprehensive Notification Plan detailing all notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories
• Manage Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with established approval workflows
• Propose and implement automation solutions to improve notification delivery, integrating automated systems with modern collaboration tools for real-time updates on Priority 1 and 2 incidents
• Provide impact analysis, risk assessment, and post-implementation review for changes while participating in change management meetings and Change Advisory Board (CAB) sessions
• Conduct Daily Status Reviews (DSRs) with Government stakeholders, providing updates on operational status including incidents, problems, change requests, and planned or unplanned outages
• Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs)
• Develop and maintain Service Desk metrics and reporting, tracking key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores
• Function as a technical expert across multiple project assignments, planning and leading major service desk initiatives while coordinating with other functional areas to ensure seamless service delivery

Qualifications:

Required:

• Bachelor's degree + 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies considered.
• Active Secret Clearance
• Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) for enterprise environments
• Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures
• Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders
• Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams
  

Desired:

• Prior experience supporting federal agencies, especially the Department of State
• Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, CompTIA A+
• Experience with ServiceNow or similar ITSM platforms for ticket management, change control, and service desk operations
• Knowledge of automation tools for notification delivery and experience conducting Daily Status Reviews (DSRs) with senior government stakeholders

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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: