Enterprise Service Desk Manager

Enterprise Service Desk Manager

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model. CACI has an excellent opportunity for an experienced, self-directed Enterprise Service Desk Manager. As a senior manager you are responsible for overseeing the day-to-day tactical direction of Service Desk Managers and Technicians focused on service delivery, improved efficiency, and ensuring high-quality, customer-focused support. The successful candidate must be able to communicate clearly and succinctly both written and orally, 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.

Responsibilities

• Oversees the delivery of customer-centric IT Service Management (ITSM) to a globally dispersed customer.
• Provides coaching and fosters collaboration, while mentoring first line managers focused on leadership and skill enhancement.
• Conducts analysis of identified problems and coordinates with the teams to document known errors, workarounds, knowledge documents and recommend solutions.
• Ensures adherence to policies, procedures, and processes necessary to oversee the Tier 1 troubleshooting of incidents and/or service requests

Qualifications

Required:
Capable of obtaining and maintaining a DoD Secret clearance
Experience in oversight and management of a geographically dispersed service environment
10+ Years of relevant experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience).
Technical background in IT services or operations

Desired:
An active DoD Secret or higher clearance
CompTIA Security+
Experience with ITSM Tools, ie ServiceNow
Experience working in the Department of Defense

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.

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.

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.