Service Desk Shift Lead
Found in: Talent US C2 - 2 weeks ago
CACI is seeking a Shift Lead for their IT Service Desk, The Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation. The Service Desk teams troubleshoot and resolve incidents and service requests for a 15,000+ user community for Department of Homeland Security through telephone and emails. The Service Desk Shift Lead will have extensive experience supporting customers in a Service Desk capacity, familiar with ITIL (Incident, asset, problem & change management), and managing the full life cycle of all reported incidents and service requests.
More About This Role:
The 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 Service Desk Manager and Deputy Service Desk Manager will work to ensure all Service Level Agreements are met.
Duties and 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, 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/holidaysRequired Qualifications:
Experience managing Service Desk operation with multiple technicians Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM Must be able to communicate effectively, both written and verbal with senior management and technical staff Possess excellent customer service skills. Demonstrate at all times a professional manner and patience while interfacing with the customer and staff. Demonstrate at all times attentive listening skills Experience with troubleshooting hardware and software. Must be proficient in Microsoft Windows 10 and Office 365 Experience with Active Directory. Must be proficient in ticketing system, particularly ServiceNow Typically requires bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experience Ability to obtain DHS EOD is required. Ability to obtain Secret Clearance.Education & Experience:
BA plus 8 years of relevant experience or 14 years of relevant experienceDesired Qualifications:
ITIL v4 certification HDI Certification MCP Certification COMPTIA A+, or Network+, or Security+ Certification
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- 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.
- 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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