Service Desk Lead; Senior

## Service Desk Lead (Senior)
Ashburn, VA, USApply Now Find out how well you match with this jobJob :
333581

Job Title:

Service Desk Lead (Senior)
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:
Local *
* **
* The Opportunity:

** CACI is seeking a Senior Service Desk Lead for the Global Mission Operations Support (GMOS) contract, supporting the Department of State.

This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

** Responsibilities:
*** Lead CASD operations providing professional, high-quality Tier I support to the DT/EA/CST internal user community, serving as the primary contact for all customer service events
* Direct Total Ticket Ownership (TTO) activities by coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and performing trend analysis to manage recurring system events
* Develop and maintain comprehensive Notification Plan detailing all notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories
* Manage Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with established approval workflows
* Propose and implement automation solutions to improve notification delivery, integrating automated systems with modern collaboration tools for real-time updates on Priority 1 and 2 incidents
* Provide impact analysis, risk assessment, and post-implementation review for changes while participating in change management meetings and Change Advisory Board (CAB) sessions
* Conduct Daily Status Reviews (DSRs) with Government stakeholders, providing updates on operational status including incidents, problems, change requests, and planned or unplanned outages
* Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs)
* Develop and maintain Service Desk metrics and reporting, tracking key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores
* Function as a technical expert across multiple project assignments, planning and leading major service desk initiatives while coordinating with other functional areas to ensure seamless service delivery  
** Qualifications**:

* Required:

** Bachelor's degree + 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies considered.
* Active Secret Clearance
* Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) for enterprise environments
* Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures
* Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders
* Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams
* Desired*:
* Prior experience supporting federal agencies,…