ISC Team/Shift Lead

CACI•Denver, CO

About The Position

The ISC Team Lead serves as a working lead and primary point of accountability for day-to-day service desk operations. This is a first-among-peers role — the Lead handles tickets and customer support alongside the team while providing the oversight and direction needed to keep operations running smoothly in the absence of senior management. Success in this role is defined by proactively managing all work queues to ensure every team member is actively contributing, identifying opportunities to engage the team in training and development projects, and continuously improving the processes that underpin service delivery. The ISC Team Lead is the key link between frontline staff and program leadership, ensuring nothing falls through the cracks and the desk is always adequately staffed and performing.

Requirements

Active TS/SCI with Polygraph (mandatory)
Current DoD 8570 IAT Level II Certification (e.g., Security+)
Demonstrated experience as an ISC Frontline Account Manager or equivalent role, with a track record of strong performance
Proven ability to lead peers in a working lead capacity, including task delegation, quality oversight, and team coordination
Experience with Microsoft Active Directory administration including user accounts, group policies, and access permissions
Proficient in HelpNow or equivalent ITSM/CRM ticketing platform for incident tracking, queue management, and reporting
Understanding of basic networking concepts including DNS, DHCP, and TCP/IP
Strong written and verbal communication skills with the ability to interface effectively across multiple levels of leadership
Ability to manage scheduling, balance competing priorities, and make sound operational decisions under pressure
Demonstrated customer service orientation with experience supporting end users across multiple channels in a 24x7 environment

Nice To Haves

Experience administering or supporting UNIX, Linux, and Windows server/client environments
Experience contributing to process documentation, knowledge base development, or continuous improvement initiatives

Responsibilities

Actively monitor and manage all HelpNow work queues throughout the shift, ensuring tickets are assigned, progressing, and resolved in a timely manner
Identify and address bottlenecks in queue flow, redistributing work across the team as needed to maintain throughput and SLA compliance
Proactively look for opportunities to engage team members in projects, cross-training, and development activities during periods of lower ticket volume
Serve as the first escalation point for the team on complex or ambiguous incidents before engaging Tier 2 or technical teams
Ensure the desk is adequately staffed throughout the day; adjust assignments and coverage in real time to meet demand
Handle inbound incidents and service requests via phone, email, chat, and walk-up channels alongside the team
Perform triage, troubleshooting, and resolution for system, application, network, and infrastructure issues across mission and business infrastructure platforms
Create and manage support tickets in HelpNow, ensuring accurate documentation of all actions and resolutions
Escalate complex or critical issues to Tier 2 or appropriate technical teams; notify leadership when priority or severity warrants
Ensure all interactions are resolved in accordance with SLAs and delivered with a high standard of customer satisfaction
Own daily and weekly scheduling for the ISC team, ensuring appropriate coverage across all operational hours
Anticipate and plan for coverage gaps due to leave, training, or staffing changes; coordinate with leadership to address shortfalls
Maintain visibility into team availability and workload to ensure no shift is under-resourced
Act as the on-shift lead in the absence of senior management, serving as the point of contact for site leadership, MIT Lead, and ISC HQ management
Provide day-to-day coaching, guidance, and feedback to team members to support their growth and performance
Conduct quality reviews of tickets, resolutions, and customer interactions, providing constructive feedback to maintain service standards
Support the onboarding and training of new ISC staff, ensuring they are equipped to perform effectively and independently
Identify training needs and development opportunities across the team; proactively engage team members in projects and skill-building activities
Provide performance input and feedback to the Service Operations Manager to inform formal performance processes
Participate in policy review and updates, bringing frontline operational experience to inform practical, effective procedures
Identify recurring issues, inefficiencies, and trends in service delivery; recommend process improvements to leadership
Facilitate cross-department coordination between the ISC and other program teams including MIT and Integrated Operations (IO) to foster clear communication and efficient issue resolution
Contribute to the knowledge base by ensuring solutions are documented accurately and kept current
Contribute shift and queue status to the daily internal program standup, providing situational awareness to ISC HQ management, MIT Lead, and site leadership
Contribute to SLA and metrics reporting by providing accurate shift-level data and flagging trends or anomalies to the Service Operations Manager
Maintain transparent communication with all stakeholders regarding team performance, coverage, and operational issues