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FEMA Enterprise Service Desk Lead

CACI International • Forest Heights, MD • 2w ago

Job Title: FEMA Enterprise Service Desk Lead

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

The Opportunity:

CACI is seeking professional customer-oriented candidates to join our FEMA OCIO ESD Help Desk. They should be able to quickly learn new business processes, troubleshoot system functionality and work independently in a fast paced, challenging environment. The candidate will work Hybrid 3 days a week at National Harbor and will provide direct supervision and operational leadership for ESD Help Desk Analysts across assigned shifts to support FEMA end users.

Responsibilities:

As the FEMA Enterprise Service Desk Lead, the successful candidate will be a member of the support team which provides 24/7 Tier 1 general help desk support to FEMA internal and non-FEMA external users.

The ESD Team Lead will ensure quality service delivery, SLA compliance, and serve as escalation point for complex technical issues and customer service matters.

Supervise 6-9 Help Desk Analysts per shift

Monitor real-time queue performance and Average Speed of Answer (4-hour SLA)

Conduct quality assurance through call monitoring (live/recorded calls)

Ensure 95% First Call Resolution rate

Ensure 98% ticket documentation accuracy ("One call = One ticket")

Handle escalated technical issues and difficult customer interactions

Validate customer complaints and coordinate with PM on corrective actions

Review and approve ticket resolutions

Conduct weekly team meetings and performance coaching

Assist with new hire training and onboarding

Manage shift schedules and coordinate with standby list for call-outs

Generate daily/weekly performance reports

Coordinate with Tier 2 EUC team on escalations

Qualifications:

Required:

Ability to obtain a FEMA Entrance on Duty (EOD)

A Bachelor's degree in Information Technology or related field

8+ years help desk/service desk experience

3+ years of leading a help desk/service desk team

ITIL Foundation certification

Strong knowledge of Windows 10/11, Microsoft Office 365, Active Directory

Experience utilizing ServiceNow for ticket management

Excellent customer service and communication skills

Ability to work rotating shifts including nights, weekends, and holidays

Good teamwork, problem-solving, and analytical skills

Experience in troubleshooting and conducting root cause analysis

Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times

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:

$70,800 - $148,600

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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