Service Desk Shift Lead

CACI International • Sterling, VA

96d • $70,800 - $148,600

About The Position

CACI is currently looking for a motivated, career and customer-oriented Service Desk Shift Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS). As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.

Requirements

• Must be a U.S. Citizen with the ability to pass CBP background investigation.
• Bachelor’s degree and 5+ years related technical and managerial experience.
• Experience with ServiceNow ticketing systems.
• Experience with JIRA Service Desk.
• Experience with Problem and Incident Management.
• Experience working with a large 365x24x7 on-call service desk team supporting multiple software applications.
• Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA.

Nice To Haves

• ITIL Certification.
• Other Technical Certifications.
• Experience with large scale ITSM and implementations.
• CBP, DHS, Border Patrol Systems experience.

Responsibilities

• Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators.
• Help reproduce and diagnose problems.
• Provide remote support to users for network and desktop hardware and software problems.
• Respond to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled.
• Interact with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
• Possess and apply comprehensive knowledge across key tasks and high-impact assignments.
• Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.
• Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software.
• Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner.
• Communicate issues and resolutions with appropriate stakeholders.
• Organize, plan, and monitor a program's customer service department to ensure optimized interaction between the program and its clients.
• Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
• Establish communication channels among leadership and stakeholders.
• Provide support to end-users spanning a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Provide second-tier support to end-users for either PC, server, or mainframe applications or hardware.
• Maintain relevant metrics that help the team see how they are doing.
• Support long- and short-range planning.
• Develop new and refine existing processes to enhance quality and productivity.
• Ensure product quality and timeliness of efforts.

Benefits

• Healthcare benefits.
• Wellness programs.
• Financial benefits.
• Retirement plans.
• Family support.
• Continuing education opportunities.
• Time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees