FEMA Enterprise Service Desk Lead

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

We are seeking professional, customer‑oriented candidates to join our FEMA OCIO ESD Help Desk. Candidates should be able to quickly learn new business processes, troubleshoot system functionality, and work independently in a fast‑paced, challenging environment. The position is hybrid, with 3 days a week at National Harbor, and provides direct supervision and operational leadership for ESD Help Desk Analysts across assigned shifts to support FEMA end users.

As the FEMA Enterprise Service Desk Lead, the successful candidate will be part of the support team that 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

Required:

• Ability to obtain a FEMA Entrance on Duty (EOD)
• A Bachelor’s degree in Information Technology or related field
• 8+ years of 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 Service Now 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

$70,800 – $148,600

Compensation is influenced by geographic location, federal contract labor categories, wage rates, prior experience, skills, education, and certifications. The full compensation package includes health, wellness, financial, retirement, family support, continuing education, and flexible time‑off benefits.

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.