End User Support Lead — Onsite Tech Team

CACI International Inc.; Springfield, Northern (VA, KY); Hybrid; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc. is seeking an End User Support Lead to manage on-site end-user support technicians and deliver high-quality IT assistance to DHS staff in a 24/7 environment in the National Capital Region.

You will oversee ticket lifecycle, coordinate hardware/software deployments, and ensure SLAs are met, with a focus on customer service, security compliance, and seamless end-user experiences.

Qualifications

• Ability to obtain a DHS Entrance on Duty (EOD).
• Bachelor’s degree and 5 years of relevant experience.
• In-depth troubleshooting on Windows 11, Microsoft Office products, and various Internet browsers (Edge/Firefox).
• Experience with patch management software (e.g., SCCM).
• Experience installing, upgrading, and removing software.
• Experience using ServiceNow service management software to track incidents and service requests.
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
• Advanced experience with Active Directory management & administration.
• Knowledgeable of Problem Management best practice and processes.
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to attain in first six months).
• Ability to travel locally within National Capital Region.
• Physically capable of lifting and moving fifty (50lbs).
• Able to work in confined spaces.

Responsibilities

• Manage a team of onsite end-user support technicians, including workforce scheduling, timecard review and approval, performance coaching, recurring check-ins, and support for hiring and onboarding activities.
• Prepare and deliver accurate daily and weekly operational reports for internal management and customer points of contact.
• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems and network administration.
• Perform additional duties as assigned.

Skills

Troubleshooting Windows 11

Office 365 / MS Office

Active Directory administration

ServiceNow

SCCM

Learning agility

Customer service

Team leadership

Education

Bachelor’s degree

Tools

SCCM

ServiceNow

Active Directory

Microsoft Teams

Job description

CACI International Inc. is seeking an End User Support Lead to manage on-site end-user support technicians and deliver high-quality IT assistance to DHS staff in a 24/7 environment in the National Capital Region.

You will oversee ticket lifecycle, coordinate hardware/software deployments, and ensure SLAs are met, with a focus on customer service, security compliance, and seamless end-user experiences.