Senior Service Desk Lead — ITIL Expert for Government Ops

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

Job summary

CACI International Inc. seeks a Senior Service Desk Lead to guide a high-performing team under the GMOS contract for the Department of State. You will own Tier I support, lead incident analysis, and drive improvements in IT service delivery.

The role requires a Bachelor’s degree, 8+ years of related experience, and an Active Secret Clearance. Expect collaboration with government stakeholders and a focus on ITIL-aligned processes and measurable service metrics.

Qualifications

• Bachelor's degree and 8+ years in technical support, service desk leadership or IT operations.
• Active Secret Clearance.
• Proven leadership of service desk operations and Total Ticket Ownership (TTO).
• Strong ITIL knowledge and government stakeholder coordination.
• Excellent leadership and ability to supervise technical teams.

Responsibilities

• Lead Tier I support for the DT/EA/CST internal user community; primary contact for incidents.
• Direct TTO activities by coordinating root cause analysis and trend reviews.
• Develop and maintain a Notification Plan for all notices and advisories.
• Manage Change Management, documenting and tracking requests and approvals.
• Propose automation to improve notification delivery and integrate with collaboration tools.
• Provide impact analysis, risk assessment, and post-implementation reviews.
• Conduct Daily Status Reviews with Government stakeholders on status and outages.
• Supervise Service Desk technicians; enforce ITIL practices and SLAs.
• Develop Service Desk metrics and reporting (FCR, AHT, CSAT).
• Lead major service desk initiatives and coordinate with other functions.

Skills

ITIL frameworks

Service desk leadership

Tier I support

Change management

Incident management

Problem management

Stakeholder coordination

Team mentoring

Education

Bachelor's degree

Tools

ServiceNow

ITSM platforms

Automation tools

Job description

CACI International Inc. seeks a Senior Service Desk Lead to guide a high-performing team under the GMOS contract for the Department of State. You will own Tier I support, lead incident analysis, and drive improvements in IT service delivery.

The role requires a Bachelor’s degree, 8+ years of related experience, and an Active Secret Clearance. Expect collaboration with government stakeholders and a focus on ITIL-aligned processes and measurable service metrics.