IT Service Desk Manager - 24/7 Tier I Leader

CACI International Inc; National Harbor (MD); Vor Ort; USD 100.000 - 140.000; Vollzeit

Zusammenfassung

KCACI International Inc. in the United States is hiring a Service Desk Manager to lead a Tier I Service Desk for a DHS IT services contract. You will drive ITIL-aligned processes across phone, web, and chat support, ensuring high availability and rapid incident response.

The role requires coordinating staffing, load balancing, and measures such as first contact resolution and customer satisfaction, while maintaining COOP plans and aligning with ICE/OCIO procedures.

Qualifikationen

• Demonstrated ITIL-aligned Service Desk leadership experience.
• Experience managing multi-channel intake (phone, web, chat).
• Proven ability to meet strict SLAs and performance targets.
• Willingness to obtain DHS EOD and DoD TS security clearance.

Aufgaben

• Lead Tier I Service Desk operations to maximize availability and minimize incidents.
• Ensure metrics meet SLOs/AQLs for web, phone, and chat channels.
• Manage staffing, scheduling, and workloads for 24/7/365 operations.
• Oversee ITSM processes in ServiceNow and knowledge management workflows.
• Direct ticket handling from creation to resolution or escalation.
• Coordinate COOP planning and testing to sustain operations during outages.

Kenntnisse

ITIL

Service Desk

Incident management

SLA management

COOP planning

Team leadership

Ausbildung

Bachelor's degree

Jobbeschreibung

KCACI International Inc. in the United States is hiring a Service Desk Manager to lead a Tier I Service Desk for a DHS IT services contract. You will drive ITIL-aligned processes across phone, web, and chat support, ensuring high availability and rapid incident response.

The role requires coordinating staffing, load balancing, and measures such as first contact resolution and customer satisfaction, while maintaining COOP plans and aligning with ICE/OCIO procedures.