CACI International Inc

Service Desk Shift Lead

Join CACI as a Service Desk Shift Lead in National Harbor, MD. Oversee a 24/7 team, leveraging ServiceNow ITSM skills. Benefits include healthcare and retirement.

ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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IT Service Management
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - IT Service Management

Job description

Date - JobBoardly X Webflow Template
Posted on:
 
June 2, 2025

The Service Desk Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation.

Requirements

  • Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
  • Excellent customer service skills
  • Possess excellent customer service skills
  • Must be able to communicate effectively, both written and verbal with senior management and technical staff
  • 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
  • Ability to obtain DHS EOD is required
  • Ability to obtain Secret Clearance

Benefits

  • healthcare
  • wellness
  • financial
  • retirement
  • family support
  • continuing education
  • time off benefits

Requirements Summary

At least 8 years of experience, proficiency in Microsoft Windows 10 and Office 365, experience with Active Directory and ticketing system, ServiceNow, ability to obtain DHS EOD and Secret Clearance