Service Desk Lead (Senior)

CACI International•Ashburn, VA

3d•$98,800 - $217,500

About The Position

CACI is seeking a Senior Service Desk Lead for the Global Mission Operations Support (GMOS) contract supporting the Department of State. The role supports the modernization and maintenance of applications and infrastructure using an integrated IT Service Management approach, and provides professional, high-quality Tier I support to the DT/EA/CST internal user community. The position leads service desk operations, manages service and change processes, and coordinates with Government stakeholders to deliver reliable IT support for a program of national importance. The role requires an active Secret clearance and may require up to 10% local travel.

Requirements

Bachelor's degree and 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies are considered.
Active Secret Clearance.
Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) in enterprise environments.
Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures.
Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders.
Proven leadership experience planning and leading service desk operations, serving as a subject matter expert, and supervising technical support teams.

Nice To Haves

Prior experience supporting federal agencies, especially the Department of State.
Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, or CompTIA A+.
Experience with ServiceNow or similar ITSM platforms for ticket management, change control, and service desk operations.
Knowledge of automation tools for notification delivery and experience conducting Daily Status Reviews (DSRs) with senior government stakeholders.

Responsibilities

Lead CASD operations and provide professional, high-quality Tier I support to the DT/EA/CST internal user community as the primary contact for customer service events.
Direct Total Ticket Ownership (TTO) activities, including coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and analyzing trends to manage recurring system events.
Develop and maintain a comprehensive Notification Plan covering notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories.
Manage the Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with approval workflows.
Propose and implement automation solutions to improve notification delivery and integrate automated systems with collaboration tools for real-time updates on Priority 1 and 2 incidents.
Provide impact analysis, risk assessment, and post-implementation reviews for changes, and participate in change management meetings and Change Advisory Board (CAB) sessions.
Conduct Daily Status Reviews (DSRs) with Government stakeholders, updating them on operational status, including incidents, problems, change requests, and planned or unplanned outages.
Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs).
Develop and maintain Service Desk metrics and reporting, tracking indicators such as first-call resolution, average handle time, and customer satisfaction scores.
Serve as a technical expert across multiple project assignments; plan and lead major service desk initiatives and coordinate with other functional areas to ensure seamless service delivery.

Benefits

Flexible time off benefit.
Learning resources and learning and development opportunities.
Healthcare benefits.
Wellness benefits.
Financial benefits.
Retirement benefits.
Family support benefits.
Continuing education benefits.
Time off benefits.
Competitive compensation and comprehensive benefits options designed to support employees and their families.