Service Desk Shift Lead

Service Desk Shift LeadJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *CACI is currently looking for a motivated, career and customer-oriented Service Desk Shift Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS). As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.What you’ll get to do:Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators by:Helping reproduce and diagnose problemsProviding remote support to users for network and desktop hardware and software problemsResponding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up stepsInteracting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problemsSimulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problemsPossess and apply comprehensive knowledge across key tasks and high-impact assignmentsPopulate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suitesManage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and softwareLead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely mannerCommunicate issues and resolutions with appropriate stakeholdersOrganizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clientsDeveloping and implementing strategies useful in improving customer relationship, dedication, and satisfactionEstablishing communication channels among leadership and stakeholdersProviding support to end-users spanning a variety of issuesIdentifying, researching, and resolving technical problemsResponding to telephone calls, email, and personnel requests for technical supportDocumenting, tracking, and monitoring the problem to ensure a timely resolutionProviding second-tier support to end-users for either PC, server, or mainframe applications or hardwareMaintaining relevant metrics that help the team see how they are doingSupporting long- and short-range planningDeveloping new and refining existing process to enhance quality and productivityEnsuring product quality and timeliness of effortsYou have:Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:3-year check for felony convictions1-year check for illegal drug use1-year check for misconduct such as theft or fraud Bachelor’s degree and 5+ years related technical and managerial experienceExperience with ServiceNow ticketing systems Experience with JIRA Service DeskExperience with Problem and Incident ManagementExperience working with a large 365x24x7 on-call service desk team supporting multiple software applicationsMust be available to work a hybrid schedule with an on-site requirement in Sterling, VAYou’re good at:Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release managementFamiliarity with the general IT practices and terminologyExcellent written and verbal communication skillsHighly responsible, team-oriented individual with very strong work ethic; self-starterStrong, active listening skillsBonus would be having:ITIL Certification, other Technical CertificationsExperience with large scale ITSM and implementationsCBP, DHS, Border Patrol Systems experience-________________________________________________________________________________________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.Your potential is limitless.So is ours.________________________________________________________________________________________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.The proposed salary range for this position is: $70,800 - $148,600

Created: 2025-11-14