Service Desk Lead

Job Title: Service Desk 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 CJTF HOA/AFRICOM in a mission focused environment? CACI has established and 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 CJTF HOA/AFRICOM's mission objectives. CACI has an excellent opportunity for an experienced, self-directed, Service Desk Lead. This position is in support of a Department of Defense (DoD) organization, CJTF-HOA located OCONUS in DJIBOUTI, Africa. This position is required to travel OCONUS.

Responsibilities:

• The Service Desk Lead will supervise and provide technical expertise to Service Desk Technicians. Responsible for supporting systems, users and applications on a geographically dispersed Windows 11 Enterprise network.
• Lead the team in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems.
• Create and maintain systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases.
• Supervise a large team, multiple teams, or team leads including scheduling and delegating duties and tasks within the team or across multiple teams.
• Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support.
• Actively monitor and report on systems to track achievement of Critical Success Factors (CSF).
• Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices.
• Oversee changes within the environment to ensure proper procedures are followed. Act as a mentor to members of the Service Desk team and provide direction. Responsible for employee actions including performance management and development.
• The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner.
• The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts.
• The candidate must be experienced in interfacing with both client managers and system users.
• Lead service desk technicians as the primary point of contact between the user and the service in performance of event, incident, problem, or request.
• Enhanced Trusted Agent support and multi-factor authentication support for 24x7x365 operations.
• Lead/run the incident management process from recording to final incident closure. Operate and manage remote access capability.
• Support exercises as needed.

Qualifications:

Required:

• Currently hold an adjudicated Secret Clearance and be able to maintain
• BA/BS + 5 years recent specialized or AA/AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience
• Microsoft Certified Solutions Associate MCSA: Windows 10/Office 365
• DOD 8570 IAT2 compliance (CompTIA Security +, equal or greater)
• Exemplary Customer Service skills

Desired:

• ITIL v3 - Foundation
• Knowledge of Microsoft Licensing and a diversified M365 tenant environment
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards
• 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.

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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.

The proposed salary range for this position is:
$75,200-$158,100

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.