ITSM Lead

ITSM Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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CACI is seeking a ITSM Lead to join our service desk team. The ITSM Lead will be responsible for Tier 1 services across 20+ systems and applications ensuring standardized incident response and request fulfillment against customer-defined SLAs. The ITSM Lead will manage a team of technicians who will provide technical expertise and respond to monitoring alerts and manage incidents to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage, resolve incidents, document for root cause analysis, and complete pre-defined requests.

In addition, the ITSM Lead will support the transition of new systems and applications into the support model, ensuring staff are trained, and ITSM processes are implemented.

This position is on-site in Arlington, VA.

What You’ll Get to Do:

The ITSM Lead 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 well-versed in ITSM (more specifically ITIL) who shows initiative and demonstrates excellent customer service and communication skills. The candidate will be self-directed, organized, and results driven. In this role, the candidate will work as a mentor and teacher, working to identify skills gaps and working to fill them through training and performance improvement.

The ITSM Lead will:

• Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.
• Draft and send incident notifications to government stakeholders and other support teams.
• Monitor and perform health checks of systems critical to infrastructure.
• Document, track, and coordinate incidents in ServiceNow.
• Escalate unresolved issues to Tier II/III.
• Joins troubleshooting bridge calls for major incidents.
• Based on recommendations from management, implements new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Prepare and send reports on incident status and performance of request fulfillment.
• Monitor Service Desk tickets to ensure Service Levels are met
• Analyze, log, and track incidents and service requests for CISA’s environment
• Develop ticket & call reports to identify performance gaps and coaching needs
• Facilitate staff meetings and Customer meetings
• Partner with other workstream leads to establish goals, track agent & department performance, and define career paths that align each individual’s passion with purpose
• Monitor CSAT feedback and ensure Quality Assurance within the team
• Identify opportunities and recommend improvements and best practices to senior leadership
• Refine the onboarding training program for new technicians to ensure team member success
• 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
• Ensure security compliance and participate in planning sessions for process improvement
• Act as escalation point for the Service Desk operations
• Ability to be on call nights/weekends/holidays

You’ll Bring These Qualifications:

• Ability to attain DHS EOD
• ITIL V4 Foundations certification

• B.A./B.S. + 7 years of experience or 13 years of experience
• 5 or more years of experience in a technical people management role
• 7 or more years of hands-on experience in enterprise IT support
• Experience managing technicians with varying skill levels and supporting end users remotely
• Ability to provide rapid responses to all executive support requests and triage ongoing tickets
• Professional, customer-oriented, and even-keeled under pressure
• Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
• Intermediate to advanced MS Excel skills to aid with report generation and analysis
• Effective communicator at all levels, both written and verbal

These Qualifications Would be Nice to Have:

• HDI Certification
• Any other technical certifications by CompTIA or Microsoft.
• Knowledgeable of Problem Management best practice and processes

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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.

The proposed salary range for this position is:

$77,200 - $162,200

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.