Enterprise Service Desk Team Manager

CACI; Oklahoma City (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

CAC I is seeking an experienced Enterprise Service Desk Team Manager to lead a 12-person Service Desk and drive enterprise IT service delivery for the DoD program. This role supports a 24/7 operation and requires a Secret clearance, strong leadership, and a hands-on approach to improving processes and customer satisfaction.

You will mentor staff, coordinate incident resolution, and ensure SLAs are met while aligning to cybersecurity and data protection requirements.

Qualifications

• Ten or more years in IT with a focus on service delivery.
• Proven ability to coach, mentor, and develop technical teams.
• Strong communication and problem-solving skills.
• Experience leading a fast-paced, enterprise IT support operation.

Responsibilities

• Lead a team of approximately 12 Service Desk technicians and foster a high-performing, customer-focused environment.
• Oversee daily Service Desk operations, logging, prioritizing, and resolving incidents per SLAs.
• Monitor performance metrics and drive continuous improvement in service delivery.
• Provide technical guidance and coaching for complex or high-impact incidents.
• Serve as escalation point for critical issues and coordinate with customers, stakeholders, and vendors.
• Proactively communicate risks and mitigation plans to leadership and customers.

Skills

DoD Secret Clearance

Supervisory experience

IT service delivery

Customer service

Education

Bachelor's degree in related field

Tools

ServiceNow

Job description

Job Title: Enterprise Service Desk Team Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity:

CACI is seeking an experienced and motivated Enterprise Service Desk (ESD) Team Manager to support the Department of the Air Force's Enterprise Information Technology as a Service (EITaaS) program. As part of this transformative initiative, CACI is modernizing IT service delivery by moving from traditional, installation-based support models to an enterprise-wide service approach that enhances efficiency, consistency, and customer experience.

In this role, you will lead a team of Service Desk professionals responsible for delivering exceptional IT support to customers across the enterprise. This is an excellent opportunity for a hands‑on leader who enjoys developing people, solving complex technical challenges, and driving operational excellence in a fast‑paced environment.

This position supports a 24/7 operation and is scheduled as an 8-hour shift, Monday through Friday.

Responsibilities:

• Lead, mentor, and develop a team of approximately 12 Service Desk technicians, fostering a collaborative, high-performing, and customer-focused work environment.


• Oversee daily Service Desk operations, ensuring incidents and service requests are accurately logged, prioritized, and resolved in accordance with established Service Level Agreements (SLAs).


• Monitor team performance, service metrics, and operational goals to ensure consistent delivery of high-quality support.


• Provide technical guidance and coaching to technicians, assisting with the resolution of complex or high-impact incidents when needed.


• Serve as the primary escalation point for service-impacting issues, coordinating with customers, stakeholders, and vendor partners to drive rapid and effective resolution.


• Communicate operational, technical, and customer service concerns proactively, ensuring risks are identified, escalated, and mitigated appropriately.


• Promote a culture of continuous improvement by identifying opportunities to enhance processes, efficiency, knowledge sharing, and service delivery.


• Ensure compliance with cybersecurity, data protection, and information handling requirements.


• Support workforce development through coaching, performance management, and ongoing training initiatives.

Qualifications:

Required:

• Ability to obtain and maintain a DoD Secret Security Clearance .


• 10+ years of relevant IT experience. A bachelor's degree in a related field may substitute for up to 5 years of experience.


• Minimum of 2 years of experience in a supervisory, team lead, or people management role.


• Demonstrated ability to coach, mentor, and develop technical teams.


• Strong customer service, communication, and problem-solving skills.


• Experience managing service delivery in a fast-paced IT support environment.

Desired:

• Active DoD Secret Clearance or higher.


• DoD 8570/8140 baseline certification(s), such as Security+, CASP+, CISSP, or equivalent.


• Experience with IT Service Management (ITSM) platforms, including ServiceNow.


• Previous experience supporting Department of Defense (DoD) organizations or programs.


• Experience managing teams within a large-scale enterprise IT support environment.

What You Can Expect:

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.

Pay Range :

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for