Service Desk Manager: ITIL Lead for 24/7 Support

CACI International Inc; National Harbor (MD); Sur place; USD 85 000 - 178 000; Plein temps

Résumé du poste

CA CI International Inc. is seeking a Service Desk Manager to lead a Tier I Service Desk under a DHS IT services contract.

Responsibilities include managing a 24/7/365 operation across phone, web, and chat channels, and ensuring ITIL-aligned incident and problem management for approximately 47,000 users at 1,100+ locations. The role requires deep experience in ITSM, staff leadership, and metrics management (SLOs/AQLs), with a focus on continuous improvement.

Qualifications

• Requires DHS EOD clearance or ability to obtain; active DHS EOD preferred.
• Requires DoD Top Secret clearance.
• Bachelor’s degree and 8+ years of IT service desk leadership experience.

Responsabilités

• Lead daily operations of Tier I Service Desk; ensure ITIL-aligned incident and problem management.
• Meet/exceed SLAs/KPIs: speed to answer, first contact resolution, customer satisfaction.
• Manage staffing, scheduling, queues for 24/7/365 operations; optimize resource utilization.
• Oversee ticket management in ServiceNow; maintain SOPs, knowledge base, and ITSM processes.
• Coordinate with Change, Incident, and Problem Management teams on upcoming changes and issues.
• Provide VIP support coordination per SOPs and document performance metrics for PMR/SLO/AQL reporting.

Connaissances

ITIL processes

Team leadership

Data analysis

ITSM tools (ServiceNow)

Staff development

Scheduling

Formation

Bachelor's degree

Outils

ServiceNow

ACD/IVR platforms

Telephony systems

Description du poste

CA CI International Inc. is seeking a Service Desk Manager to lead a Tier I Service Desk under a DHS IT services contract.

Responsibilities include managing a 24/7/365 operation across phone, web, and chat channels, and ensuring ITIL-aligned incident and problem management for approximately 47,000 users at 1,100+ locations. The role requires deep experience in ITSM, staff leadership, and metrics management (SLOs/AQLs), with a focus on continuous improvement.