EUS VIP Lead

EUS VIP Lead

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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CACI is seeking an Executive VIP Support Lead to join our team supporting Department of Homeland Security. The Executive VIP Support Lead will work on-site incidents and tasks impacting VIP and EVIP users in a 24/7/365 environment at DHS sites in the National Capital Region (NCR) 

What You’ll Get to Do:

The Executive VIP Support Lead oversees EVIP/VIP support services providing classified and unclassified IT support to end users across multiple NCR support facilities. The candidate is responsible for ensuring expedited white glove customer support to senior leadership, adhering to stringent service level agreements. This position will be responsible for EVIP/VIP support tickets, queue management and off hour service scheduling. EVIP/VIP support personnel will be matrixed to the lead who will manage ticket escalations and support. Responsibilities include:

• Responsible for the ticket queue management for all EVIP/VIP tickets
• Ensure staff provides the highest level of customer service to DHS senior leadership staff and teams
• Performs ticket quality reviews on all EVIP/VIP tickets to ensure ticket details are correctly documented
• Manages schedule for all EVIP/VIP ticket support, dispatching staff to alternate locations and escalating tickets when existing on-site EVIP staff are unavailable
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures
• Supports EVIP users in the event no technicians on-site are available.
• Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Perform additional duties as assigned.

You’ll Bring These Qualifications:

• Ability to obtain a Top-Secret SCI clearance
• Ability to obtain a DHS Entrance on Duty (EOD)
• Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)
• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle 
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
• Ability to travel locally within National Capital Region
• Physically capable of lifting and moving fifty (50lbs)
• Able to work in confined spaces
• Available to work 12-hour shifts possibly for a period of up to 30 days

These Qualifications Would be Nice to Have:

• Previous DHS or DoD experience
• The following certifications is highly desired:
  • Relevant hands-on Microsoft Windows administrator certification
  • COMPTIA A+, or Network+, or Security+
  • Cisco Certified Network Associate (CCNA)
  • ITIL Foundation
• Familiarity with Airwatch

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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 mem