Deskside Support Team Lead

CACI International; Virginia (MN); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International is seeking an End User Support Resource Specialist in Arlington, VA to lead a deskside team delivering end-user services across multiple sites. You will mentor 14 IT deskside technicians, resolve complex tickets, and interface with the DHS customer on project status and escalations.

You will guide monthly audits, SOP creation, and knowledge retention, while supporting new employee orientation and ensuring even ticket distribution.

Qualifications

• 5+ years of experience supporting a federal client.
• 3+ years as a Senior Deskside Support Technician.
• Ability to obtain/maintain DHS EOD Suitability Clearance.
• Experience as a leader/mentor in an end-user services environment.

Responsibilities

• Provide status on escalations and special projects to the DHS customer.
• Assist with monthly ticket audits and standardize work details.
• Create SOPs and training guides; maintain the deskside knowledge repository.
• Mentor Tier 1 and Tier 2 technicians; conduct skills assessments.
• Coordinate software installs and hardware refresh projects; surge coverage as needed.
• Collaborate with other DSS CACI entities and external vendors to resolve issues.

Skills

Leadership/mentoring

ITSM tooling

ServiceNow

ITIL Foundations

Federal client support

Communication

Tools

ServiceNow

ITSM Tools

Job description

CACI International is seeking an End User Support Resource Specialist in Arlington, VA to lead a deskside team delivering end-user services across multiple sites. You will mentor 14 IT deskside technicians, resolve complex tickets, and interface with the DHS customer on project status and escalations.

You will guide monthly audits, SOP creation, and knowledge retention, while supporting new employee orientation and ensuring even ticket distribution.