Enterprise Service Desk Manager — DoD Secret Clearance

CACI International Inc

Oklahoma City (OK)

On-site

USD 55,000 - 116,000

Full time

7 days ago

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Job summary

CACI International Inc is seeking an Enterprise Service Desk Team Manager to lead a 12‑person Service Desk team supporting the DoD EITaaS program. The role oversees 24/7 operations with an 8‑hour shift, Monday through Friday, and requires DoD Secret clearance or the ability to obtain it.

You will mentor staff, manage SLAs, and coordinate with customers and vendor partners to ensure rapid, high‑quality IT support across the enterprise.

Qualifications

DoD Secret Security Clearance required or able to obtain.
10+ years of IT experience; a bachelor’s degree can substitute for up to 5 years of experience.

Responsibilities

Lead, mentor, and develop a team of approximately 12 Service Desk technicians.
Oversee daily Service Desk operations and ensure incidents are logged, prioritized, and resolved per SLAs.
Monitor team performance and service metrics to meet quality goals.
Provide technical guidance and coaching to technicians for high‑impact incidents.
Serve as primary escalation point for service‑impacting issues and coordinate with customers, stakeholders, and vendors.
Communicate operational and customer service concerns, escalating risks as needed.
Promote continuous improvement in processes, efficiency, and knowledge sharing.
Ensure compliance with cybersecurity and data handling requirements.
Support workforce development through coaching and training initiatives.