IT Help Desk Manager

CACI International•National Harbor, MD

4d•$84,900 - $178,400•Hybrid

About The Position

CACI is seeking an experienced IT Help Desk Manager to manage operations for a service desk team. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 20,000+ user community. The desk-side support team will handle end user onboarding, device troubleshooting and on-site customer issues. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, enterprise environment and a track record of meeting or exceeding contractual service level agreements. Our ideal candidate should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are looking for someone with previous service desk experience, data centric, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, and results driven. If you are a true servant leader with experience making informed decisions aligned with corporate values and objectives, we want to hear from you. This position is hybrid, with 3 days a week required onsite at the National Harbor, MD.

Requirements

Bachelor's degree and 10+ years of IT service management experience
5+ years managing help desk or service desk operations
Knowledge of ITIL v4 framework
Experience with federal government contracts (preferably DHS/FEMA)
PMP certification required
ITIL certification required
Proven experience managing 24x7x365 operations
Excellent written and oral communication skills

Nice To Haves

Experience with disaster response/COOP operations
Prior FEMA contract experience
Six Sigma or Lean certification

Responsibilities

Responsible for supervising, motivating, developing and directing a team of 19 service desk staff and 4 deskside technicians
Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs
Ensure that communications to key stakeholders are provided in a concise and timely manner
Manage the processing of incoming contacts to the Service Desk via telephone, portal, e-mail, and chat, to ensure courteous, timely, and effective resolution of customer issues
Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation
Track and analyze trends in Service Desk requests and generate statistical reports. Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.
Oversee the development, implementation, and administration of service desk staff training procedures and policies
Provide thorough triaging of tickets by liaising with other IT teams
Assist other IT teams with projects
Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
Provide written and oral communications, make recommendations for improving documentation
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
Provide recommendation to the Government on issues/problems identified and reported in trend analysis
Attend morning operations meeting if need to apprise the Government on the status of tickets and any issues/problems with resolving tickets
Act as escalation points for the Service Desk operations
Manage pipeline and schedules of team