Enterprise Service Desk Team Manager

CACI • Oklahoma City, OK

15d

About The Position

CACI is seeking an experienced and motivated Enterprise Service Desk (ESD) Team Manager to support the Department of the Air Force’s Enterprise Information Technology as a Service (EITaaS) program. The program modernizes IT service delivery by moving from traditional, installation-based support models to an enterprise-wide approach focused on efficiency, consistency, and customer experience. The manager leads a team of Service Desk professionals providing IT support to customers across the enterprise. The position supports a 24/7 operation and is scheduled for an 8-hour shift, Monday through Friday.

Requirements

• Ability to obtain and maintain a DoD Secret Security Clearance.
• 10 or more years of relevant IT experience; a bachelor’s degree in a related field may substitute for up to 5 years of experience.
• At least 2 years of experience in a supervisory, team lead, or people management role.
• Demonstrated ability to coach, mentor, and develop technical teams.
• Strong customer service, communication, and problem-solving skills.
• Experience managing service delivery in a fast-paced IT support environment.

Nice To Haves

• Active DoD Secret Clearance or higher.
• DoD 8570/8140 baseline certification(s), such as Security+, CASP+, CISSP, or equivalent.
• Experience with IT Service Management (ITSM) platforms, including ServiceNow.
• Previous experience supporting Department of Defense (DoD) organizations or programs.
• Experience managing teams within a large-scale enterprise IT support environment.

Responsibilities

• Lead, mentor, and develop a team of approximately 12 Service Desk technicians, fostering a collaborative, high-performing, customer-focused environment.
• Oversee daily Service Desk operations and ensure incidents and service requests are logged, prioritized, and resolved in accordance with established Service Level Agreements (SLAs).
• Monitor team performance, service metrics, and operational goals to ensure consistent, high-quality support.
• Provide technical guidance and coaching to technicians, assisting with complex or high-impact incidents when needed.
• Serve as the primary escalation point for service-impacting issues and coordinate with customers, stakeholders, and vendor partners to resolve them effectively.
• Communicate operational, technical, and customer service concerns proactively, ensuring risks are identified, escalated, and mitigated.
• Identify opportunities to improve processes, efficiency, knowledge sharing, and service delivery.
• Ensure compliance with cybersecurity, data protection, and information-handling requirements.
• Support workforce development through coaching, performance management, and ongoing training initiatives.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Competitive compensation and benefits.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed