TOC Service Desk Shift Lead

TOC Service Desk Shift Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

The Opportunity:

CACI is seeking a Technical Operations Center (TOC) Service Desk Shift Lead to manage a team of technical agents that provide technical support to end users at a federal government agency. The TOC Service Desk Shift Lead shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the TOC Service Desk Manager will work to ensure all Service Level Agreements are met. This is a people manager position.

We are hiring for three (3) shifts to include: 6-2:30 M-F , 9 to 5:30 M-F and 1-9:30 [with oversight of the night and weekend staff]

This position is on-site at customer site in Arlington, VA.

Responsibilities:

• Accountable for performance of service desk technicians on designated shift

• Leverage technical background to guide troubleshooting and incident management of technicians as necessary

• Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs

• Interface with customers and other vendors for communicating status of operations

• Resolve escalations and complex issues in a timely and efficient manner

• Inform management in a timely manner of any customer or technical issues.

• Responsible for supervising, motivating, developing, mentoring, and directing a team of technicians

• Responsible for performance reviews and timesheets of assigned technicians.

• Working with Service Desk Manager to ensure deliverables are completed on time

• Monitor Service Desk tickets to ensure Service Levels are met

• Analyze, log and track issues and problem tickets related to DHS environment

• Provide written and oral communications, and make recommendations for improvements

• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

• Act as escalation point for the Service Desk operations

• Ability to be on call nights/weekends/holidays

Qualifications:

Required:

• Ability to obtain DHS Entry On Duty (EOD)

• Typically requires bachelor's degree or equivalent (6 years' experience); or 12 years without degree

• Experience managing/supervising Service Desk operation with multiple technicians

• Hands on experience with Automatic Call Distribution (ACD) system and ServiceNow ITSM ticketing system

• Must be able to communicate effectively, both written and verbal with senior management and technical staff

• Possess excellent customer service skills.

• Experience with troubleshooting hardware and software.

• Must be proficient in Microsoft Windows 10/11 and Office 365

• Experience with Active Directory.

Desired:

• ITIL Foundation certification

• HDI Certification

• Microsoft certification

-

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here. (~~~)

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (~~~) .

The proposed salary range for this position is

$64,400 - $135,100

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.