FEMA Enterprise Service Desk Lead

CACI•National Harbor, MD

12d•Hybrid

About The Position

CACI is seeking professional customer-oriented candidates to join our FEMA OCIO ESD Help Desk. They should be able to quickly learn new business processes, troubleshoot system functionality and work independently in a fast paced, challenging environment. The candidate will work Hybrid 3 days a week at National Harbor and will provide direct supervision and operational leadership for ESD Help Desk Analysts across assigned shifts to support FEMA end users.

Requirements

Ability to obtain a FEMA Entrance on Duty (EOD)
A Bachelor’s degree in Information Technology or related field
8+ years help desk/service desk experience
3+ years of leading a help desk/service desk team
ITIL Foundation certification
Strong knowledge of Windows 10/11, Microsoft Office 365, Active Directory
Experience utilizing ServiceNow for ticket management
Excellent customer service and communication skills
Ability to work rotating shifts including nights, weekends, and holidays
Good teamwork, problem-solving, and analytical skills
Experience in troubleshooting and conducting root cause analysis
Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times

Responsibilities

Provide 24/7 Tier 1 general help desk support to FEMA internal and non-FEMA external users.
Ensure quality service delivery and SLA compliance.
Serve as escalation point for complex technical issues and customer service matters.
Supervise 6-9 Help Desk Analysts per shift.
Monitor real-time queue performance and Average Speed of Answer (4-hour SLA).
Conduct quality assurance through call monitoring (live/recorded calls).
Ensure 95% First Call Resolution rate.
Ensure 98% ticket documentation accuracy ("One call = One ticket").
Handle escalated technical issues and difficult customer interactions.
Validate customer complaints and coordinate with PM on corrective actions.
Review and approve ticket resolutions.
Conduct weekly team meetings and performance coaching.
Assist with new hire training and onboarding.
Manage shift schedules and coordinate with standby list for call-outs.
Generate daily/weekly performance reports.
Coordinate with Tier 2 EUC team on escalations.