Service Desk Lead

Service Desk Lead

CACI is currently looking for a motivated, career and customer-oriented Service Desk Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).

As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.

CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.

What You'll Get To Do:

Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators by:

• Helping reproduce and diagnose problems
• Providing remote support to users for network and desktop hardware and software problems
• Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
• Interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems
• Possess and apply comprehensive knowledge across key tasks and high-impact assignments
• Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites
• Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software
• Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner
• Communicate issues and resolutions with appropriate stakeholders
• Organizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clients
• Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
• Establishing communication channels among leadership and stakeholders
• Providing support to end-users spanning a variety of issues
• Identifying, researching, and resolving technical problems
• Responding to telephone calls, email, and personnel requests for technical support
• Documenting, tracking, and monitoring the problem to ensure a timely resolution
• Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware
• Maintaining relevant metrics that help the team see how they are doing
• Supporting long- and short-range planning
• Developing new and refining existing process to enhance quality and productivity
• Ensuring product quality and timeliness of efforts

You Have:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:
• 3-year check for felony convictions
• 1-year check for illegal drug use
• 1-year check for misconduct such as theft or fraud
• Bachelor's Degree and 5+ years related technical and managerial experience (experience considered in lieu of degree)
• Experience with ServiceNow ticketing systems
• Experience with JIRA Service Desk
• Experience with Problem and Incident Management
• Experience leading a large 365x24x7 on-call service desk team supporting multiple software applications
• Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA

You're Good At:

• Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
• Familiarity with the general IT practices and terminology
• Excellent written and verbal communication skills
• Highly responsible, team-oriented individual with very strong work ethic; self-starter
• Strong, active listening skills

Bonus Would Be Having:

• ITIL Certification, other Technical Certifications
• Experience with large scale ITSM and implementations
• CBP, DHS, Border Patrol Systems experience

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.

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: $70,800 - $148,600

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.