Service Desk Lead; Senior

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

* * *

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.

• 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 (DSR) 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

• 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

• Prior experience supporting federal agencies, especially the Department of State
• Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, CompTIA A+
• Experience with Service Now or similar ITSM platforms for…