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CACI International Inc
Technical Operations Center Service Desk Shift Lead
Join CACI as a Technical Operations Center Service Desk Shift Lead in Arlington, VA. Oversee a 24/7 team, leveraging ServiceNow ITSM for incident resolution. Benefits include healthcare, retirement, and education support.
Consulting
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Service Catalog
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
June 3, 2025
The TOC 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. The Service Desk teams troubleshoot and resolve incidents and service requests for a 8,000+ user community for Department of Homeland Security through telephone and emails.
Requirements
- Experience managing Service Desk operation with multiple technicians
- Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
- Excellent customer service skills
- Proficiency in Microsoft Windows 10 and Office 365
- Experience with Active Directory
- Proficiency in ticketing system, particularly ServiceNow
- Bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experience
- Ability to obtain DHS EOD and Secret Clearance
Benefits
- Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
Requirements Summary
3-10 years of experience in Service Desk operation management, ITIL and ServiceNow knowledge, proficiency in Microsoft Windows and Office 365, and ability to obtain DHS EOD and Secret Clearance
Apply now
Arlington
|
Virginia
United States
Senior
In-Person
Full Time
70800-148600 USD/year
