Senior Service Desk Lead: ITIL & Incident Management

CACI; Ashburn (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

CCI is seeking a Senior Service Desk Lead for the GMOS contract supporting the Department of State. This role focuses on guiding a high-performing team to deliver excellence in IT support, incident and change management, and notification delivery across IT services and infrastructure.

You will collaborate with government stakeholders and oversee daily operations, ensuring adherence to ITIL best practices. You will lead investigations, coordinate with multi-functional teams, and mentor service

Qualifications

• Must have ITIL knowledge and leadership experience.
• Experience with incident and problem management in enterprise IT.
• Ability to coordinate with government stakeholders and manage change.

Responsibilities

• Lead Tier I support for internal user community.
• Direct Total Ticket Ownership (TTO) and perform root-cause analysis.
• Develop and maintain a Notification Plan for DT/EA/CST notifications.

Skills

ITIL knowledge

Leadership abilities

Incident management

Problem management

Stakeholder coordination

ServiceNow

Education

Bachelor's degree

8+ years of related experience

Active Secret Clearance

Tools

ServiceNow

Job description

CCI is seeking a Senior Service Desk Lead for the GMOS contract supporting the Department of State. This role focuses on guiding a high-performing team to deliver excellence in IT support, incident and change management, and notification delivery across IT services and infrastructure.

You will collaborate with government stakeholders and oversee daily operations, ensuring adherence to ITIL best practices. You will lead investigations, coordinate with multi-functional teams, and mentor service