Enterprise Service Desk Shift Lead
CACI International IncAbout the role
CACI is seeking a skilled and motivated ESD Shift Lead to join our team supporting U.S. Southern Command (USSOUTHCOM) in Doral, Florida. The ESD Shift Lead will be responsible for overseeing daily operations of the service desk, ensuring high-quality IT support, and maintaining customer satisfaction. This position is contingent upon award.
Key Responsibilities:
Lead and supervise a team of IT support technicians during assigned shifts, assigning tasks, monitoring performance, and providing guidance as needed
Oversee the timely resolution of IT incidents and service requests, escalating complex issues to appropriate teams when necessary
Ensure adherence to established IT service management processes and procedures, including incident, problem, and change management
Monitor service desk metrics and key performance indicators (KPIs), reporting on trends and recommending improvements
Serve as a technical escalation point for complex IT issues, providing advanced troubleshooting and problem-solving support
Collaborate with other IT teams to coordinate cross-functional support and resolve widespread issues along with maintain and update knowledge base articles and standard operating procedures for common IT issues
Participate in continuous improvement initiatives to enhance service desk efficiency and customer satisfaction and assist in training and mentoring junior service desk staff members
Ensure compliance with USSOUTHCOM security policies and procedures in all service desk operations
Required Qualifications:
Security Clearance: Must be able to obtain and maintain a Secret clearance
Bachelor's degree in Information Technology, Computer Science, or related field
3-5 years of experience in IT support or service desk operations, including 1-2 years in a team lead role
Strong knowledge of IT service management principles and ITIL framework • Excellent customer service and communication skills
Proficiency in ticketing systems and remote support tools and experience with Windows, Linux and Mac operating systems, as well as common business applications
Preferred Qualifications:
ITIL Foundation certification
Experience in a DoD or government IT support environment
Familiarity with cybersecurity best practices and compliance requirements
Knowledge of scripting languages for automation (e.g., PowerShell, Python)
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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 d
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