Senior Service Desk Lead - ITIL Expert | Flexible Time Off

CACI International Inc; Ashburn (VA); On-site; USD 99,000 - 218,000; Full time

Job summary

CACI International Inc is seeking a Senior Service Desk Lead in Ashburn, VA, to guide a high-performing team under the GMOS contract for the Department of State. The role emphasizes ITIL-based operations, incident/problem/change management, and close collaboration with government stakeholders.

The candidate will oversee Tier I support, drive metrics, and lead modernization efforts while ensuring compliance with security and service standards applicable to federal programs.

Qualifications

• Bachelor's degree plus 8+ years in technical support or service desk leadership.
• Active Secret Clearance required.
• Experience leading service desk operations and Tier I support for enterprise environments.
• Strong ITIL knowledge and familiarity with government stakeholders.

Responsibilities

• Lead CASD operations providing Tier I support for DT/EA/CST internal users.
• Direct Total Ticket Ownership with root-cause analysis for high or critical incidents.
• Develop and maintain Notification Plan for notices and advisories.
• Manage Change Management processes, change requests, and CAB participation.
• Propose automation to improve notification delivery and integrate with collaboration tools.
• Conduct Daily Status Reviews with Government stakeholders and provide status updates.
• Supervise and mentor Service Desk technicians, ensuring SLAs.
• Develop Service Desk metrics and reporting including KPI tracking.

Skills

Leadership

ITIL expertise

Incident management

Change management

Customer service

Education

Bachelor's degree

Tools

ServiceNow

Job description

CACI International Inc is seeking a Senior Service Desk Lead in Ashburn, VA, to guide a high-performing team under the GMOS contract for the Department of State. The role emphasizes ITIL-based operations, incident/problem/change management, and close collaboration with government stakeholders.

The candidate will oversee Tier I support, drive metrics, and lead modernization efforts while ensuring compliance with security and service standards applicable to federal programs.