Service Desk Shift Lead
CACI International IncAbout the role
The Opportunity:
The Service Desk Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation. The Service Desk teams troubleshoot and resolve incidents and service requests for a 15,000+ user community for Department of Homeland Security through telephone and emails. The Service Desk Shift Lead will have extensive experience supporting customers in a Service Desk capacity, familiar with ITIL (Incident, asset, problem & change management), and managing the full life cycle of all reported incidents and service requests.
Responsibilities:
The Service Desk Shift Lead shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates will work with the Service Desk Manager to ensure all Service Level Agreements are met.
• Accountable for performance of service desk technicians on designated shift
• Leverage technical background to guide troubleshooting and incident management of technicians as necessary
• Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs
• Interface with customers and other vendors for communicating status of operations
• Resolve escalations and complex issues in a timely and efficient manner
• Inform management in a timely manner of any customer or technical issues.
• Responsible for supervising, motivating, developing, and directing a team of technicians
• Responsible for performance reviews and timesheets of assigned technicians.
• Working with Service Desk Manager to ensure deliverables are completed on time
• Monitor Service Desk tickets to ensure Service Levels are met
• Analyze, log and track issues and problem tickets related to DHS environment
• Provide written and oral communications, and make recommendations for improvements
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Act as escalation point for the Service Desk operations
• Ability to be on call nights/weekends/holidays
Qualifications:
Required:
• Experience managing Service Desk operation with multiple technicians
• Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
• Must be able to communicate effectively, both written and verbal with senior management and technical staff
• Possess excellent customer service skills.
• Demonstrate at all times a professional manner and patience while interfacing with the customer and staff.
• Demonstrate at all times attentive listening skills
• Experience with troubleshooting hardware and software.
• Must be proficient in Microsoft Windows 10 and Office 365
• Experience with Active Directory.
• Must be proficient in ticketing system, particularly ServiceNow
• Typically requires bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experience
• Ability to obtain DHS EOD is required.
• Ability to obtain Secret Clearance.
Education & Experience:
• BA/BS and 3 years of relevant experience
Desired:
• ITIL v4 certification
• HDI Certification
• MCP Certification
• COMPTIA A+, or Network+, or Security+ Certification
• Knowledge of Configuration Change Management best practices
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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
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