Service Desk Manager

CACI; National Harbor (MD); On-site; USD 100,000 - 140,000; Full time

Job summary

KCACI International Inc. in the United States is hiring a Service Desk Manager to lead a Tier I Service Desk for a DHS IT services contract. You will drive ITIL-aligned processes across phone, web, and chat support, ensuring high availability and rapid incident response.

The role requires coordinating staffing, load balancing, and measures such as first contact resolution and customer satisfaction, while maintaining COOP plans and aligning with ICE/OCIO procedures.

Qualifications

• Demonstrated ITIL-aligned Service Desk leadership experience.
• Experience managing multi-channel intake (phone, web, chat).
• Proven ability to meet strict SLAs and performance targets.
• Willingness to obtain DHS EOD and DoD TS security clearance.

Responsibilities

• Lead Tier I Service Desk operations to maximize availability and minimize incidents.
• Ensure metrics meet SLOs/AQLs for web, phone, and chat channels.
• Manage staffing, scheduling, and workloads for 24/7/365 operations.
• Oversee ITSM processes in ServiceNow and knowledge management workflows.
• Direct ticket handling from creation to resolution or escalation.
• Coordinate COOP planning and testing to sustain operations during outages.

Skills

ITIL

Service Desk

Incident management

SLA management

COOP planning

Team leadership

Education

Bachelor's degree

Job description

Job Title: Service Desk Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Opportunity

CACI is seeking a Service Desk Manager to support a DHS IT services contract, who will be responsible for leading and managing a Tier 1 Service Desk. The ideal candidate will ensure high-quality, ITIL-aligned support to approximately 47,000 users across 1,100 geographically displaced locations. The role oversees day-to-day operations across phone, web, and chat channels; manages staff scheduling and workload; ensures adherence to strict metrics like answer rates, speed to answer, and first contact resolution. This role provides service continuity through COOP planning and execution, while coordinating closely with the Operations Manager and ITFO leadership.

Responsibilities

• Lead daily operations of the Tier I Service Desk to restore normal service as quickly as possible, maximize service availability, and prevent incident recurrence through effective incident and problem management processes based on ITIL.
• Ensure all Service Desk performance metrics meet or exceed current SLOs/AQLs, including but not limited too: 90% answer rate for web tickets within 1 hour, 90% of calls answered within 45 seconds, 90% web chat answer rate within 45 seconds, call abandon rate below 2.5%, and customer satisfaction of at least 90%.
• Manage SD staffing, scheduling, and queues across all channels (phone, web, chat) to support 24/7/365 operations and dynamic workload surges, and to maintain compliance with fill rate and vacancy performance objectives established for the contract.
• Oversee intake activities, including receiving calls on Government ACD/IVR, monitoring and enhancing call queues, ensuring IVR generated customer surveys, logging and identifying all service requests with unique call numbers, and maintaining processes within the ITSM tool (ServiceNow).
• Direct ticket management activities to ensure all incident tickets are created/reviewed, worked using all authorized technical capabilities, monitored for progress, updated with customer communication, and resolved or escalated in accordance with SOPs and SLAs.
• Manage and maintain Service Desk SOPs, work instructions, and process documentation in the ITSM repository; ensure staff are trained and SD operations remain compliant with ITIL and ICE OCIO procedures.
• Oversee SD knowledge management: ensure SD personnel are trained to create/modify/archive knowledge base articles (KBAs); manage contractor and federal SOPs/WIs/knowledge articles; conduct annual reviews with system owners; and analyze 100% of new KBAs for potential self help content.
• Implement a ticket analysis process to review at least 10% of tickets monthly to identify ways to reduce call ins, develop white papers on findings, and submit them to the GTM.
• Own Service Desk COOP planning and documentation: ensure an updated SD COOP Plan is developed, maintained, and tested; ensure staff are trained on COOP expectations; and allocate rotating staff to support COOP tests to minimize customer impact during facility outages.
• Plan and manage Service Desk support for dynamic operational requirements and periods of increased workload due to major events (e.g., national events, disasters) by reallocating or increasing resources within operational constraints, without jeopardizing other contract tasks.
• Coordinate closely with Change Management and Incident Coordination/Problem Management teams to maintain awareness of upcoming changes and active issues that may impact Service Desk volumes and user experience, and adjust operations accordingly.
• Provide appropriate VIP support coordination for the ICE Director and designated VIPs in alignment with VIP Support and Home Support SOPs, ensuring SD participation in rapid resolution regardless of time or location.
• Track and report SD performance metrics (including SLIs/SLOs/AQLs) using ITSM and telephony tools; support PMR, SLO/AQL reporting, and dynamic service level management activities; and participate in discussions on performance trends and corrective actions.
• Lead Service Desk innovation and continuous improvement efforts by identifying, proposing, and helping implement at least one Service Desk innovation per fiscal year to improve SLO performance, reduce average handling time, or improve customer satisfaction.

Required

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• Ability to obtain DoD Top Secret Clearance
• Bachelors + 8 years of applicable experience
• Demonstrated experience leading an IT Service Desk or similar Tier I support function that uses ITIL aligned processes for incident, request, and problem management and supports multiple intake channels (phone, web, chat)
• Proven track record managing to strict service level and performance targ