The Opportunity:
CACI is seeking an experienced End User Support Manager to manage operations for a 6am – midnight (M-Sun) service desk and 7am to 5pm (M-F) end user support team to support a Department of Homeland Security customer. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 20,000+ user community. The desk-side support team will handle end user onboarding, device troubleshooting and on-site customer issues. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, enterprise environment and a track record of meeting or exceeding contractual service level agreements.
Our ideal candidate should feel comfortable not only setting expectations for the team, but assisting with escalations and onsite tasks as they arise. We are looking for someone with previous service desk experience, data centric, shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, and results driven. If you are a true servant leader with experience making informed decisions aligned with corporate values and objectives, we want to hear from you.
This position is hybrid, with 3 days a week required onsite at the National Harbor, MD.
Responsibilities:
Qualifications:
Required:
Education & Experience:
Desired:
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:
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.
The proposed salary range for this position is:
$84,900 - $178,400caci