About this role
Job Title: Service Desk Manager
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
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The Opportunity:
CACI is seeking a Service Desk Manager to support a DHS IT services contract, who will be responsible for leading and managing a Tier 1 Service Desk. The ideal candidate will ensure high-quality, ITIL-aligned support to approximately 47,000 users across 1,100 geographically displaced locations. The role oversees day-to-day operations across phone, web, and chat channels; manages staff scheduling and workload; ensures adherence to strict metrics like answer rates, speed to answer, and first contact resolution. This role provides service continuity through COOP planning and execution, while coordinating closely with the Operations Manager and ITFO leadership.
Responsibilities:
• Lead daily operations of the Tier I Service Desk to restore normal service as quickly as possible, maximize service availability, and prevent incident recurrence through effective incident and problem management processes based on ITIL.
• Ensure all Service Desk performance metrics meet or exceed current SLOs/AQLs, including but not limited too: 90% answer rate for web tickets within 1 hour, 90% of calls answered within 45 seconds, 90% web chat answer rate within 45 seconds, call abandon rate below 2.5%, and customer satisfaction of at least 90%.
• Manage SD staffing, scheduling, and queues across all channels (phone, web, chat) to support 24/7/365 operations and dynamic workload surges, and to maintain compliance with fill rate and vacancy performance objectives established for the contract.
• Oversee intake activities, including receiving calls on Government ACD/IVR, monitoring and enhancing call queues, ensuring IVR generated customer surveys, logging and identifying all service requests with unique call numbers, and maintaining processes within the ITSM tool (ServiceNow).
• Direct ticket management activities to ensure all incident tickets are created/reviewed, worked using all authorized technical capabilities, monitored for progress, updated with customer communication, and resolved or escalated in accordance with SOPs and SLAs.
• Manage and maintain Service Desk SOPs, work instructions, and process documentation in the ITSM repository; ensure staff are trained and SD operations remain compliant with ITIL and ICE OCIO procedures.
• Oversee SD knowledge management: ensure SD personnel are trained to create/modify/archive knowledge base articles (KBAs); manage contractor and federal SOPs/WIs/knowledge articles; conduct annual reviews with system owners; and analyze 100% of new KBAs for potential self help content.
• Implement a ticket analysis process to review at least 10% of tickets monthly to identify ways to reduce call ins, develop white papers on findings, and submit them to the GTM.
• Own Service Desk COOP planning and documentation: ensure an updated SD COOP Plan is developed, maintained, and tested; ensure staff are trained on COOP expectations; and allocate rotating staff to support COOP tests to minimize customer impact during facility outages.
• Plan and manage Service Desk support for dynamic operational requirements and periods of increased workload due to major events (e.g., national events, disasters) by reallocating or increasing resources within operational constraints, without jeopardizing other contract tasks.
• Coordinate closely with Change Management and Incident Coordination/Problem Management teams to maintain awareness of upcoming changes and active issues that may impact Service Desk volumes and user experience, and adjust operations accordingly.
• Provide appropriate VIP support coordination for the ICE Director and designated VIPs in alignment with VIP Support and Home Support SOPs, ensuring SD participation in rapid resolution regardless of time or location.
• Track and report SD performance metrics (including SLIs/SLOs/AQLs) using ITSM and telephony tools; support PMR, SLO/AQL reporting, and dynamic service level management activities; and participate in discussions on performance trends and corrective actions.
• Lead Service Desk innovation and continuous improvement efforts by identifying, proposing, and helping implement at least one Service Desk innovation per fiscal year to improve SLO performance, reduce average handling time, or improve customer satisfaction.
Required:
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• Ability to obtain DoD Top Secret Clearance
• Bachelors + 8 years of applicable experience
• Demonstrated experience leading an IT Service Desk or similar Tier I support function that uses ITIL aligned processes for incident, request, and problem management and supports multiple intake channels (phone, web, chat)
• Proven track record managing to strict service level and performance targets such as speed to answer, answer rate, abandon rate, first contact resolution, customer satisfaction, and ticket handling/resolution metrics
• Hands on experience with enterprise ITSM tools (preferably ServiceNow) and telephony/ACD/IVR platforms, including queue management, reporting, and integration with knowledge management
• Experience managing and developing technical support staff, including scheduling, coaching, training, and performance monitoring in a high volume, 24/7/365 support environment.
• Strong analytical, organizational, and communication skills, with experience using data from ITSM and telephony systems to monitor performance and drive operational decisions and improvements
• Excellent communication, executive level briefing, and stakeholder management skills, with experience working directly with senior Government or enterprise executives and cross functional technical teams
• Experience managing local and geographically dispersed staff
Desired:
• Direct program management experience supporting DHS, DOJ, or other law enforcement/homeland security customers, ideally with OCIO or similar environments.
• ITIL Foundation or higher level ITIL certification, and/or HDI (Help Desk Institute) or equivalent Service Desk certifications.
• Background managing programs that include both CONUS and OCONUS operations, including embassy/consulate environments and differing time zones and operating conditions
• Working experience with dynamic service level agreements
• Track record of innovation resulting in improved operations
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
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.
The proposed salary range for this position is:
$84,900 - $178,400
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.