Enterprise Service Desk Team Manager (Mid Shift)

CACI • Oklahoma City, OK

96d • $55,400 - $116,400

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-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 swing shift, Monday-Friday with working hours between 1400 – 2230.

Requirements

• 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

Nice To Haves

• 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

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.

Benefits

• Healthcare
• Wellness programs
• Financial benefits
• Retirement plans
• Family support
• Continuing education
• Time off benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees