Enterprise Service Desk Manager

The Opportunity

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in‑house, base‑centric delivery model to an advanced enterprise service delivery model. CACI has an excellent opportunity for an experienced, self‑directed Enterprise Service Desk Manager
. As a senior manager you are responsible for overseeing the day‑to‑day tactical direction of Service Desk Managers and Technicians focused on service delivery, improved efficiency, and ensuring high‑quality, customer‑focused support. The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business‑like manner. The candidate will be required to work in dynamic fast‑paced environments that require team interaction and coordination of efforts.

The candidate must be experienced in interfacing with both client managers and system users.

• Oversee the delivery of customer‑centric IT Service Management (ITSM) to a globally dispersed customer.
• Provide coaching and foster collaboration, while mentoring first line managers focused on leadership and skill enhancement.
• Conduct analysis of identified problems and coordinate with the teams to document known errors, workarounds, knowledge documents and recommend solutions.
• Ensure adherence to policies, procedures, and processes necessary to oversee the Tier 1 troubleshooting of incidents and/or service requests.

• Capable of obtaining and maintaining a DoD Secret clearance.
• Experience in oversight and management of a geographically dispersed service environment.
• 10+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• Technical background in IT services or operations.

• An active DoD Secret or higher clearance.
• CompTIA Security+.
• Experience with ITSM tools, e.g., Service Now.
• Experience working in the Department of Defense.

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.

The proposed salary range for this position is $66,400 – $139,600
. Factors such as geographic location, Federal Government contract labor categories, contract wage rates, prior work experience, specific skills, education, and certifications may influence final compensation. CACI offers competitive compensation, benefits, and learning and development opportunities.

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