Enterprise Service Desk Shift Lead

Enterprise Service Desk Shift Lead Location Doral, FL : Enterprise Service Desk Shift Lead 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 * * *

CACI is seeking a skilled and motivated ESD Shift Lead to join our team supporting U.S. Southern Command (USSOUTHCOM) in Doral, Florida. The ESD Shift Lead will be responsible for overseeing daily operations of the service desk, ensuring high-quality IT support, and maintaining customer satisfaction. This position is contingent upon award.

Key Responsibilities:

• Lead and supervise a team of IT support technicians during assigned shifts, assigning tasks, monitoring performance, and providing guidance as needed

• Oversee the timely resolution of IT incidents and service requests, escalating complex issues to appropriate teams when necessary

• Ensure adherence to established IT service management processes and procedures, including incident, problem, and change management

• Monitor service desk metrics and key performance indicators (KPIs), reporting on trends and recommending improvements

• Serve as a technical escalation point for complex IT issues, providing advanced troubleshooting and problem-solving support

• Collaborate with other IT teams to coordinate cross-functional support and resolve widespread issues along with maintain and update knowledge base articles and standard operating procedures for common IT issues

• Participate in continuous improvement initiatives to enhance service desk efficiency and customer satisfaction and assist in training and mentoring junior service desk staff members

• Ensure compliance with USSOUTHCOM security policies and procedures in all service desk operations

Required Qualifications:

• Security Clearance: Must be able to obtain and maintain a Secret clearance

• Bachelor's degree in Information Technology, Computer Science, or related field

• 3-5 years of experience in IT support or service desk operations, including 1-2 years in a team lead role

• Strong knowledge of IT service management principles and ITIL framework • Excellent customer service and communication skills

• Proficiency in ticketing systems and remote support tools and experience with Windows, Linux and Mac operating systems, as well as common business applications

Preferred Qualifications:

• ITIL Foundation certification

• Experience in a DoD or government IT support environment

• Familiarity with cybersecurity best practices and compliance requirements

• Knowledge of scripting languages for automation (e.g., PowerShell, Python)

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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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$61,600-$129,300 CACI is an Equal Opportunity 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 other protected characteristic.