Help Desk Support Lead
| Company | CACI |
|---|---|
| Location | Scott AFB, IL, USA, O’Fallon, IL, USA |
| Salary | $61600 – $129300 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in IT, Computer Science, or related field
- 8+ years of IT help desk experience, with at least 2 years in a leadership role
- Strong domain experience with DoD logistics within USTRANSCOM
- Strong knowledge of IT service management principles and ITIL framework
- Experience with ticketing systems and help desk software
- Familiarity with DoD and government IT environments
- Excellent communication and leadership skills
- Active Secret security clearance
- CompTIA A+ and ITIL certification
Responsibilities
- Lead and supervise a team of help desk technicians
- Manage daily help desk operations and workflow
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
- Serve as an escalation point for complex technical issues
- Liaise with other IT teams and USTRANSCOM stakeholders
- Implement and maintain help desk processes and procedures
- Provide regular reporting on help desk performance and metrics
- Ensure compliance with DoD and USTRANSCOM security policies
Preferred Qualifications
- Additional certifications such as PMP, CISSP, or CRISC, Security+
- Experience with ServiceNow
- Familiarity with Agile and traditional project management methodologies
- Top Secret security clearance