Service Desk Lead

Service Desk Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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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 s