Service Desk Lead (Senior)

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

Job Title: Service Desk Lead (Senior)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity:

CACI is seeking a Senior Service Desk Lead for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Responsibilities:

• Lead CASD operations providing professional, high-quality Tier I support to the DT/EA/CST internal user community, serving as the primary contact for all customer service events
• Direct Total Ticket Ownership (TTO) activities by coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and performing trend analysis to manage recurring system events
• Develop and maintain comprehensive Notification Plan detailing all notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories
• Manage Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with established approval workflows
• Propose and implement automation solutions to improve notification delivery, integrating automated systems with modern collaboration tools for real-time updates on Priority 1 and 2 incidents
• Provide impact analysis, risk assessment, and post-implementation review for changes while participating in change management meetings and Change Advisory Board (CAB) sessions
• Conduct Daily Status Reviews (DSRs) with Government stakeholders, providing updates on operational status including incidents, problems, change requests, and planned or unplanned outages
• Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs)
• Develop and maintain Service Desk metrics and reporting, tracking key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores
• Function as a technical expert across multiple project assignments, planning and leading major service desk initiatives while coordinating with other functional areas to ensure seamless service delivery

Qualifications :

Required:

• Bachelor's degree + 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies considered.
• Active Secret Clearance
• Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) for enterprise environments
• Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures
• Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders
• Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams

Desired :

• Prior experience supporting federal agencies, especially the Department of State
• Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, CompTIA A+
• Experience with ServiceNow or similar ITSM platforms for ticket management, change control, and service desk operations
• Knowledge of automation tools for notification delivery and experience conducting Daily Status Reviews (DSRs) with senior government stakeholders

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range :

The proposed salary range for this position is:
$98,800 - $217,500

CACI is anEqualOpportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any otherprotectedcharacteristic.