Enterprise Service Desk Team Manager

CACI International • Oklahoma City, OK

16d • $55,400 - $116,400

About The Position

CACI is seeking an experienced 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 is modernizing IT service delivery by moving from installation-based support to an enterprise-wide service 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 role involves developing employees, addressing technical challenges, and driving operational excellence in a fast-paced environment. 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.
• At least 10 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 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 and foster a collaborative, high-performing, customer-focused work environment.
• Oversee daily Service Desk operations and ensure incidents and service requests are accurately logged, prioritized, and resolved in accordance with established SLAs.
• Monitor team performance, service metrics, and operational goals to support consistent, high-quality service.
• Provide technical guidance and coaching, assisting with complex or high-impact incidents as needed.
• Serve as the primary escalation point for service-impacting issues and coordinate with customers, stakeholders, and vendor partners to resolve them.
• Proactively communicate operational, technical, and customer service concerns, identifying, escalating, and mitigating risks.
• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager