Senior Helpdesk Lead

Senior Helpdesk Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular-Long Term Assignment

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of US AREUR-AF and their Mission Partners mission objectives .

CACI has an excellent opportunity for an experienced, self-directed, Senior Help Desk Lead . This position is in support of USAREUR-AF Mission Partner A RN , located OCONUS in Poznan, Poland . This position is required to travel OCONUS . This position is located n Poznan, Poland.

Responsibilities:

• Leads Enterprise IT Help Desk Team, supporting Tier 1, 2, and 3 and self-help services for users in response to events, incidents, problems, requests, change management, enhanced trusted agent, and multi-factor authentication support

• Highly knowledgeable of applicable help desk policies, procedures, and incident response plans and the systems, equipment, and software being supported and used at the MP/site (e.g., ServiceNow, Service Desk + , Remedy)

• May assess recommended changes to the help desk support system for increased efficiency and effectiveness; participates in testing of the changes

• Responsible for all help desk activities and support for designated MPs/organizations

• Reports help desk metrics in accordance with Service Level Agreements (SLAs) and performs trend/root cause analysis for recurring SLA issues

• Coordinates with other cognizant help desks (e.g., Army Enterprise Support Desk) for support controlled by that help desk

• Ensures adherence to professionalism and service delivery support standards

• Maintains a Very Important Person (VIP) tracker and prioritizes support for VIPs, including telephonic support when VIPs are traveling, and assists with troubleshooting specialized communications equipment kits

• Develops and cultivates a culture in which the Help Desk Team delivers flawless customer service in managing incident restoration and performance metrics and monitors the duties of the Help Desk Team members to ensure inquiries are answered promptly

• Trains other team members on how to relate to users in the course of the job to ensure they are treated in a professional and cordial manner

• Monitors all service desk systems and applications to ensure correct operations and sustainment actions

• Assesses help desk policies and best practices and makes recommendations for changes that improve the performance level of the help desk

• May participate in assessment and evaluation of help desk technologies; supports standards development

• Mentors more junior help desk personnel

• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments

• Functions as a technical expert across multiple project assignments

• Supervises the Help Desk Team at the designated MP site

Qualifications:

Required:

• Currently hold an adjudicated Secret Clearance and be able to maintain

• BA/BS + 8-12 years recent experience

• Certification - FITSP-O or GICSP or CASP+ or CCNP Security or CISA or SSCP

• Demonstrates mastery of enterprise IT help desk management, with particular emphasis on multi-tiered support structures in Government or military environments preferred.

• Possesses comprehensive knowledge of help desk systems, incident response plans, and SLAs, ensuring compliance with standards across diverse user groups.

• Exhibits strategic expertise in help desk process optimization, performance metrics analysis, and VIP support coordination. Implements a robust customer service culture, fostering professionalism and efficiency among team members.

• Demonstrates proficiency in assessing and recommending improvements to help desk technologies and policies. Preferred background includes extensive experience in IT support leadership and a proven track record of mentoring junior staff and supervising help desk teams in complex organizational settings.

• Exemplary Customer Service skills

Desired:

• ITIL V4 - Intermediate Service Capability

• Automation using Microsoft PowerShell, VBScript, or batch files

• Adaptable to changing circumstances and operational needs

• Understanding of Department of Defense Military standards

• Experience working with and supporting Cisco Routers and Switches

• Experience with DoD IT security requirements

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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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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. Learn more here .

The proposed salary range for this position is:
$64,700 - $135,700

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.