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Help Desk Support Lead

CACI International • O Fallon, IL • 12h ago

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity:

Are you ready to revolutionize financial auditability and transportation logistics? We're seeking a successful, experience Help Desk Support Lead to join our team in implementing a cutting-edge software system that will transform how USTRANSCOM manages finances and supply chains. The ideal candidate will manage a team of help desk technicians, ensuring high-quality IT support for USTRANSCOM personnel and systems.

If you're passionate about leveraging technology to streamline operations and enhance transparency, this is your chance to make a significant impact. Join us in building the future of financial and logistical management!

Responsibilities:

Lead and supervise a team of help desk technicians

Manage daily help desk operations and workflow

Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)

Serve as an escalation point for complex technical issues

Liaise with other IT teams and USTRANSCOM stakeholders

Implement and maintain help desk processes and procedures

Provide regular reporting on help desk performance and metrics

Ensure compliance with DoD and USTRANSCOM security policies

Qualifications:

Required:

Bachelor's degree in IT, Computer Science, or related field

8+ years of IT help desk experience, with at least 2 years in a leadership role

Strong domain experience with DoD logistics within USTRANSCOM

Strong knowledge of IT service management principles and ITIL framework

Experience with ticketing systems and help desk software

Familiarity with DoD and government IT environments

Excellent communication and leadership skills

Active Secret security clearance

CompTIA A+ and ITIL certification

Desired:

Additional certifications such as PMP, CISSP, or CRISC, Security+ Experience with ServiceNow

Familiarity with Agile and traditional project management methodologies

Top Secret security clearance

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.

Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)

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 (https://careers.caci.com/global/en/employee-benefits) .

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$61,600-$129,300

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.

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