- Lead operations of help desk and services as focal point for customer concerns
- Deliver IT Service Management support for applications over multiple customer segments
- Integrate, consolidate, and standardize IT Service Management Processes
- Interface with customer stakeholders and DevOps support teams
- Mentor your team and provide training.
- Maintain and analyze metrics for continual improvement of service value stream
- Respond to and diagnose problems and service requests through discussion with end users
- Ensure a timely support process through which problems are controlled – includes problem recognition, research, isolation, resolution, and follow-up step
- Document, track, and monitor the incidents to to ensure a timely resolution
- Coordinate second tier support for application continuity of service
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Simulate or recreate user problems to resolve operating difficulties
- Conduct analysis of identified problems and coordinate with DevOps teams to document known errors, workarounds, knowledge documents and recommend solutions to known errors
- Bachelor's degree in a related field, from an accredited institution
- 7+ years of relevant experience.
- TS/SCI clearance with poly
- In-depth experience and knowledge of Help Desk support and IT Service Management
- Demonstrated experience with providing customer service for systems that reside in a secure environment
- Ability to communicate effectively with customers and stakeholders in a fast-paced environment
- Demonstrated experience with IT Service Management Practices
- ITIL Certification
- Agile Certification
- Demonstrated experience with providing customer service for systems that reside in a secure environment
- Working knowledge of ServiceNow
- Working knowledge of Jira
- CACI's Flexible Time Off (FTO) plan allows employees to take vacation as needed, without a set number of minimum or maximum days, and is available day one of employment.
- CACI has been named one of Fortune magazine's World's Most Admired Companies and has been named an Energage Top Workplace USA for 2023
- CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
- With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post.
- For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
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Help Desk Manager - McLean, United States - CACI International Inc
Description
Help Desk ManagerJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *CACI is seeking a Help Desk Manager to join Our Luke Team You will lead a distributed help desk team which provides application support services for a diverse CIO customer base. You will lead the single point of contact delivery of support for a full spectrum of important IT-focused, enterprise-wide lifecycle support. This includes dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design.
You will have to be flexible in your schedule with 50% of you time being spent between our Mclean, VA and Bethesda, MD locations based on the need of consolidating the helpdesk effort. Are you interested? Invent your future and make a lasting impact at CACI
Duties include but are not limited to:
You'll Bring These Qualifications:
These Qualifications Would be Nice to Have:
What we can offer you:
At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.
