Senior End-User Deskside Support Lead

CACI International; Arlington (VA); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International, situated in Arlington, VA, seeks an End User Support Resource Specialist to mentor a team of deskside technicians and oversee end-user hardware support across multiple sites.

The role requires DHS EOD clearance, leadership experience, and proficiency in ITSM tools, including ServiceNow. Expect active collaboration with the CISA customer and internal teams to resolve complex issues.

Qualifications

• 5+ years of experience supporting a federal client.
• 3+ years as a Senior Deskside Support Technician.
• Ability to obtain/maintain DHS EOD Suitability Clearance.
• Experience as a leader and mentor in an end-user services environment.
• Experience using ITSM tools for ticket and SLA tracking and reporting.

Responsibilities

• Support and engage with the CISA customer, providing status on escalations and special projects.
• Assist with monthly ticket audits and standardized work details.
• Help create SOPs and training guides; maintain the deskside Knowledge Repository.
• Mentor and train Tier 1 and 2 technicians; participate in annual skills assessments.
• Lead coordination of projects such as software installs and hardware refreshes.

Skills

Leadership

Mentoring

Communication skills

Team coordination

Customer focus

Education

ITIL 4 Foundations

Tools

ServiceNow

ITSM tools

Job description

CACI International, situated in Arlington, VA, seeks an End User Support Resource Specialist to mentor a team of deskside technicians and oversee end-user hardware support across multiple sites.

The role requires DHS EOD clearance, leadership experience, and proficiency in ITSM tools, including ServiceNow. Expect active collaboration with the CISA customer and internal teams to resolve complex issues.