Job Title: Service Desk Lead (Senior)
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
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The Opportunity:
CACI is seeking a Senior Service Desk Lead for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.
Responsibilities:
Lead CASD operations providing professional, high-quality Tier I support to the DT/EA/CST internal user community, serving as the primary contact for all customer service events
Direct Total Ticket Ownership (TTO) activities by coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and performing trend analysis to manage recurring system events
Develop and maintain comprehensive Notification Plan detailing all notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories
Manage Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with established approval workflows
Propose and implement automation solutions to improve notification delivery, integrating automated systems with modern collaboration tools for real-time updates on Priority 1 and 2 incidents
Provide impact analysis, risk assessment, and post-implementation review for changes while participating in change management meetings and Change Advisory Board (CAB) sessions
Conduct Daily Status Reviews (DSRs) with Government stakeholders, providing updates on operational status including incidents, problems, change requests, and planned or unplanned outages
Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs)
Develop and maintain Service Desk metrics and reporting, tracking key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores
Function as a technical expert across multiple project assignments, planning and leading major service desk initiatives while coordinating with other functional areas to ensure seamless service delivery
Qualifications :
Required:
Bachelor's degree + 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies considered.
Active Secret Clearance
Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) for enterprise environments
Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures
Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders
Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams
Desired :
Prior experience supporting federal agencies, especially the Department of State
Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, CompTIA A+
Experience with ServiceNow or similar ITSM platforms for ticket management, change control, and service desk operations
Knowledge of automation tools for notification delivery and experience conducting Daily Status Reviews (DSRs) with senior government…