The ISC Team Lead serves as a working lead and primary point of accountability for day-to-day service desk operations. This is a first-among-peers role — the Lead handles tickets and customer support alongside the team while providing the oversight and direction needed to keep operations running smoothly in the absence of senior management.
Success in this role is defined by proactively managing all work queues to ensure every team member is actively contributing, identifying opportunities to engage the team in training and development projects, and continuously improving the processes that underpin service delivery. The ISC Team Lead is the key link between frontline staff and program leadership, ensuring nothing falls through the cracks and the desk is always adequately staffed and performing.
Responsibilities
Daily Operations & Queue Management
•Actively monitor and manage all HelpNow work queues throughout the shift, ensuring tickets are assigned, progressing, and resolved in a timely manner
•Identify and address bottlenecks in queue flow, redistributing work across the team as needed to maintain throughput and SLA compliance
•Proactively look for opportunities to engage team members in projects, cross-training, and development activities during periods of lower ticket volume
•Serve as the first escalation point for the team on complex or ambiguous incidents before engaging Tier 2 or technical teams
•Ensure the desk is adequately staffed throughout the day; adjust assignments and coverage in real time to meet demand
Frontline Support
•Handle inbound incidents and service requests via phone, email, chat, and walk-up channels alongside the team
•Perform triage, troubleshooting, and resolution for system, application, network, and infrastructure issues across mission and business infrastructure platforms
•Create and manage support tickets in HelpNow, ensuring accurate documentation of all actions and resolutions
•Escalate complex or critical issues to Tier 2 or appropriate technical teams; notify leadership when priority or severity warrants
•Ensure all interactions are resolved in accordance with SLAs and delivered with a high standard of customer satisfaction
Scheduling & Coverage
•Own daily and weekly scheduling for the ISC team, ensuring appropriate coverage across all operational hours
•Anticipate and plan for coverage gaps due to leave, training, or staffing changes; coordinate with leadership to address shortfalls
•Maintain visibility into team availability and workload to ensure no shift is under-resourced
Team Leadership & Development
•Act as the on-shift lead in the absence of senior management, serving as the point of contact for site leadership, MIT Lead, and ISC HQ management
•Provide day-to-day coaching, guidance, and feedback to team members to support their growth and performance
•Conduct quality reviews of tickets, resolutions, and customer interactions, providing constructive feedback to maintain service standards
•Support the onboarding and training of new ISC staff, ensuring they are equipped to perform effectively and independently
•Identify training needs and development opportunities across the team; proactively engage team members in projects and skill-building activities
•Provide performance input and feedback to the Service Operations Manager to inform formal performance processes
Process Improvement & Policy
•Participate in policy review and updates, bringing frontline operational experience to inform practical, effective procedures
•Identify recurring issues, inefficiencies, and trends in service delivery; recommend process improvements to leadership
•Facilitate cross-department coordination between the ISC and other program teams including MIT and Integrated Operations (IO) to foster clear communication and efficient issue resolution
•Contribute to the knowledge base by ensuring solutions are documented accurately and kept current
Reporting & Stakeholder Communication
• Contribute shift and queue status to the daily internal program standup, providing situational awareness to ISC HQ management, MIT Lead, and site leadership
• Contribute to SLA and metrics reporting by providing accurate shift-level data and flagging trends or anomalies to the Service Operations Manager
• Maintain transparent communication with all stakeholders regarding team performance, coverage, and operational issues
Qualifications
Required
• Active TS/SCI with Polygraph (mandatory)
• Current DoD 8570 IAT Level II Certification (e.g., Security+)
• Demonstrated experience as an ISC Frontline Account Manager or equivalent role, with a track record of strong performance
• Proven ability to lead peers in a working lead capacity, including task delegation, quality oversight, and team coordination
• Experience with Microsoft Active Directory administration including user accounts, group policies, and access permissions
• Proficient in HelpNow or equivalent ITSM/CRM ticketing platform for incident tracking, queue management, and reporting
• Understanding of basic networking concepts including DNS, DHCP, and TCP/IP
• Strong written and verbal communication skills with the ability to interface effectively across multiple levels of leadership
• Ability to manage scheduling, balance competing priorities, and make sound operational decisions under pressure
• Demonstrated customer service orientation with experience supporting end users across multiple channels in a 24x7 environment
Desired
• Experience administering or supporting UNIX, Linux, and Windows server/client environments
• Experience contributing to process documentation, knowledge base development, or continuous improvement initiatives
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:
$47,900 - 95,600 USDcaci