Enterprise Service Desk Team Manager (Day Shift)

CACI International Inc; Oklahoma City (OK); On-site; USD 55,000 - 117,000; Full time

Job summary

Join a leading company as an Enterprise Service Desk Team Manager, where you will lead a team of IT professionals focused on delivering exceptional customer support. This role offers an opportunity to influence service reliability and enhance customer experience, making a meaningful impact within the Department of the Air Force's IT services.

Benefits

Flexible time off benefit

Access to robust learning resources

Comprehensive health and wellness benefits

Retirement support

Qualifications

• 10+ years of relevant experience; 2 years in a supervisory capacity.
• Ability to obtain and maintain a DoD Secret Clearance.
• Proven leadership and staff development skills.

Responsibilities

• Lead and oversee daily IT support operations.
• Build and manage a high-performing team of Service Desk technicians.
• Ensure incidents and service requests are logged and resolved in alignment with SLAs.

Skills

Leadership

Customer Focus

Technical Troubleshooting

Team Development

Education

Bachelor’s Degree in relevant field

Tools

ServiceNow

Job description

Join to apply for the Enterprise Service Desk Team Manager (Day Shift) role at CACI International Inc.

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 outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get To Do: CACI has an excellent opportunity for an experienced, self-driven Enterprise Service Desk (ESD) Team Manager. As a first-line manager, you will lead and oversee daily IT support operations, ensuring the delivery of high-quality, customer-focused service. If you’re a motivated leader passionate about technology and enhancing customer experience, this is your chance to make a meaningful impact.

This is an 8-hour day shift, Monday-Friday (between the hours of 0600 – 1800).

Responsibilities: As a hands-on leader, you will be responsible for building and managing a high-performing team dedicated to delivering exceptional IT support. You will ensure that incidents and service requests are accurately logged, prioritized, and resolved in alignment with service level agreements (SLAs). You’ll foster a culture of continuous improvement, knowledge sharing, and professional growth, while driving service reliability, user satisfaction, and operational excellence.

• Provide direct supervision, coaching, and development for a team of approximately 12 Service Desk technicians, fostering a high-performance culture and ensuring adherence to service quality standards.
• Manage the day-to-day performance of Service Desk technicians during assigned shifts, while meeting defined service levels and performance metrics.
• Apply technical expertise to support frontline troubleshooting and guide incident resolution, stepping in to assist technicians with complex or high-impact issues as needed.
• Serve as the primary escalation point for service disruptions, interfacing with customers, internal stakeholders, and external vendors to communicate status updates and drive timely issue resolution.
• Proactively communicate any technical or customer-related issues that may impact Service Desk operations, ensuring timely escalation and mitigation.
• Enforce compliance with data security and handling protocols, and actively contribute to planning and continuous improvement initiatives to enhance Service Desk processes and efficiency.

Qualifications:

Required:

• Ability to obtain and maintain a DoD Secret Clearance
• 10+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• 2 years in a supervisory or team lead capacity.
• Proven ability to lead, coach, and develop staff

Desired:

• An active DoD Secret or higher clearance
• DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)
• Experience with ITSM Tools (ex: ServiceNow)
• Experience working in the Department of Defense

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 flexible time off benefit and access to robust learning resources.

A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours. Learn more about CACI here.

Pay Range: The proposed salary range for this position is $55,400 - $116,400, influenced by various factors including location, experience, skills, and certifications. We offer comprehensive benefits supporting health, wellness, retirement, family support, education, and time off. Learn more here.

Equal Opportunity Statement: CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, or protected veteran status.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting