Senior Service Desk Lead: ITIL & Incident Automation

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 to guide a high-performing team supporting the Department of State under the GMOS contract. The role emphasizes ITIL governance, incident, change, and notification management to ensure resilient IT services.

You will lead Tier I support, drive root-cause analyses for major incidents, and oversee metrics such as first-contact resolution and SLA adherence, while collaborating with government stakeholders.

Qualifications

• Bachelor’s degree required with 8+ years in IT, service desk, or related leadership roles.
• Active Secret Clearance required to start.
• Experience leading service desk operations and managing enterprise environments.

Responsibilities

• Lead CASD operations providing Tier I support to internal user community.
• Coordinate root cause analysis for high or critical incidents (TTO).
• Develop and maintain Notification Plan for DT/EA/CST notifications and advisories.
• Manage Change Management process with documented approvals.

Skills

Leadership

ITIL

Incident management

Change management

Service desk operations

Staff supervision

Communication

Federal government experience

Education

Bachelor’s degree

Tools

ServiceNow

ITSM platforms

Job description

CACI International Inc. is seeking a Senior Service Desk Lead to guide a high-performing team supporting the Department of State under the GMOS contract. The role emphasizes ITIL governance, incident, change, and notification management to ensure resilient IT services.

You will lead Tier I support, drive root-cause analyses for major incidents, and oversee metrics such as first-contact resolution and SLA adherence, while collaborating with government stakeholders.