Job Information
CACI International Deputy Service Desk Manager in National Harbor, Maryland
Deputy Service Desk Manager
Job Category: Project and Program Management
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a Deputy Manager of an IT Service Desk, supporting day-to-day operations including training, hiring, performance monitoring and continual service improvement. In addition to overseeing a staff of up to 8 employees, you will work closely with the Service Desk Manager to establish new policies and metrics, as well as oversee exciting departmental projects, e.g., software automation, establishing incentive-based vehicles (Gamification), etc. You will lead all aspects of new hire and refresher technical training to help technicians develop the skills required to succeed, both in their current roles and desired career paths.
Our ideal Deputy should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are looking for someone who has intellectual curiosity, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, organized and results driven. If you are a true servant leader with experience making informed decisions aligned with corporate values and objectives, we want to hear from you.
Duties and Responsibilities:
Monitor Service Desk tickets to ensure all Service Levels are met.
Analyze, log and track incident and request tickets related to DHS environment.
Develop ticket & call reports to identify performance gaps, coaching and training needs.
Facilitate staff meetings, customer meetings, etc., in absence of Service Desk Manager.
Develop individualized and group training programs that address specific Service Desk needs.
Customize programs across SD task orders and develop future programs for Engineering.
Partner with Service Desk Manager to establish goals, track agent & department performance, and define career paths that align each individual’s passion with purpose.
Work with Manager to monitor CSAT feedback and ensure Quality Assurance within the team.
Develop Quality Scorecard to include call and ticket quality measurables.
Identify opportunities and recommend improvements and best practices to senior leadership.
Lead with resourceful mindset to drive successful outcomes and foster customer-centric culture.
Establish trust, act with integrity and maintain a high level of confidentiality in all activities.
Act as escalation point for the Service Desk operations.
Ability to be on call nights/weekends/holidays.
Required Qualifications:
Experience in a technical people management role
Hands-on experience in enterprise IT support.
Experience managing technicians with varying skill levels and supporting end users.
Ability to provide rapid responses to all executive support requests and triage ongoing tickets.
Professional, customer-oriented and even-keeled under pressure.
Superb track record in developing and executing successful training programs.
Critical thinker with innovative problem-solving skills.
Highly computer literate with proficiency in MS Office and related business tools.
Fantastic organizational and time management skills.
Strategic and creative mindset.
Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM.
Effective communicator at all levels, both written and verbal.
Ability to obtain DHS EOD is required.
Education & Experience:
- BA/BS and 8 years of relevant experience
Desired Qualifications:
ITIL v4 Foundation Certification
HDI Certification
Instructional Design Experience
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.
Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
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 (https://careers.caci.com/global/en/employee-benefits)
The proposed salary range for this position is:
$85,800 - $180,200