Enterprise Service Desk Team Manager (Day Shift)
CACI International IncAbout the role
The Opportunity:
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.
What You’ll Get to Do:
CACI has an excellent opportunity for an experienced, self-driven Enterprise Service Desk (ESD) Team Manager. As a first-line manager, you will lead and oversee daily IT support operations, ensuring the delivery of high-quality, customer-focused service. If you’re a motivated leader passionate about technology and enhancing customer experience, this is your chance to make a meaningful impact.
This is an 8 hour day shift, Monday-Friday (between the hours of 0600 – 1800).
Responsibilities:
As a hands-on leader, you will be responsible for building and managing a high-performing team dedicated to delivering exceptional IT support. You will ensure that incidents and service requests are accurately logged, prioritized, and resolved in alignment with service level agreements (SLAs). In this role, you’ll foster a culture of continuous improvement, knowledge sharing, and professional growth, while driving service reliability, user satisfaction, and operational excellence.
Responsibilities:
Provide direct supervision, coaching, and development for a team of approximately 12 Service Desk technicians, fostering a high-performance culture and ensuring adherence to service quality standards.
Manage the day-to-day performance of Service Desk technicians during assigned shifts, while meeting defined service levels and performance metrics.
Apply technical expertise to support frontline troubleshooting and guide incident resolution, stepping in to assist technicians with complex or high-impact issues as needed.
Serve as the primary escalation point for service disruptions, interfacing with customers, internal stakeholders, and external vendors to communicate status updates and drive timely issue resolution.
Proactively communicate any technical or customer-related issues that may impact Service Desk operations, ensuring timely escalation and mitigation.
Enforce compliance with data security and handling protocols, and actively contribute to planning and continuous improvement initiatives to enhance Service Desk processes and efficiency.
Qualifications:
Required:
Ability to obtain and maintain a DoD Secret Clearance
10+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
2 years being in a supervisory or team lead capacity.
Proven ability to lead, coach, and develop staff
Desired:
An active DoD Secret or higher clearance
DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)
Experience with ITSM Tools (ex: ServiceNow)
Experience working in the Department of Defense
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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.
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