Service Desk Lead (Senior)

CACI • Ashburn, VA

1d

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 leads a high-performing team delivering Tier I IT support to the DT/EA/CST internal user community. The GMOS contract provides IT support by modernizing and maintaining applications and infrastructure through an integrated IT Service Management approach. The position requires an active Secret clearance and may involve 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.
• Experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership in enterprise environments.
• Expertise in Change Management, incident management, problem management, and notification procedures.
• Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders.
• 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 notification-delivery automation tools and experience conducting Daily Status Reviews with senior government stakeholders.

Responsibilities

• Lead CASD operations, providing professional, high-quality Tier I support and serving as the primary contact for customer service events.
• Direct Total Ticket Ownership activities, coordinating root cause analysis for high- or critical-severity incidents, tracking Problem Management Investigation tickets, and analyzing trends in 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 notification-delivery automation, integrating automated systems with collaboration tools to provide real-time updates on Priority 1 and 2 incidents.
• Provide impact analysis and risk assessments, conduct post-implementation reviews, and participate in change management meetings and Change Advisory Board sessions.
• Conduct Daily Status Reviews with Government stakeholders, providing updates on operational status, incidents, problems, change requests, and planned or unplanned outages.
• Supervise and mentor Service Desk technicians, ensuring adherence to ITIL practices, quality standards, and Service Level Agreements.
• Develop and maintain Service Desk metrics and reporting, including key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores.
• Serve as a technical expert across project assignments, planning and leading major service desk initiatives and coordinating with other functional areas to support seamless service delivery.

Benefits

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

What This Job Offers

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