Enterprise Service Desk Manager

CACI International • Oklahoma City, OK

8d

About The Position

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. CACI has an excellent opportunity for an experienced, self-directed Enterprise Service Desk Manager. As a senior manager you are responsible for overseeing the day-to-day tactical direction of Service Desk Managers and Technicians focused on service delivery, improved efficiency, and ensuring high-quality, customer-focused support. The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

Requirements

• Capable of obtaining and maintaining a DoD Secret clearance
• Experience in oversight and management of a geographically dispersed service environment
• 10+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• Technical background in IT services or operations

Nice To Haves

• An active DoD Secret or higher clearance
• CompTIA Security+
• Experience with ITSM Tools, ie ServiceNow
• Experience working in the Department of Defense

Responsibilities

• Overseas the delivery of customer-centric IT Service Management (ITSM) to a globally dispersed customer.
• Provide coaching and foster collaboration, while mentoring first line managers focused on leadership and skill enhancement.
• Conduct analysis of identified problems and coordinate with the teams to document known errors, workarounds, knowledge documents and recommend solutions.
• Ensures adherence to policies, procedures, and processes necessary to oversee the Tier 1 troubleshooting of incidents and/or service requests

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive compensation, benefits and learning and development opportunities.
• Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
• At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees