Lead Enterprise Service Desk Manager - DoD Secret Clearance

CACI

Oklahoma City (OK)

On-site

USD 90,000 - 130,000

Full time

5 days ago

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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.