Help Desk Lead - SME

Help Desk Lead - SMEJob Category : Information TechnologyTime Type : Full timeMinimum Clearance Required to Start : SecretEmployee Type : RegularPercentage of Travel Required : Up to 10%Type of Travel : Outside Continental US

The Opportunity :

Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of USAREUR-AF and their Mission Partners mission objectives.

CACI has an excellent opportunity for an experienced, self-directed, Help Desk Lead SME . This position is in support of a Department of Defense (DoD) organization, USAREUR-AF and their Mission Partners located OCONUS in Germany (Grafenwoehr, Hohenfels, Wiesbaden), Italy, Kosovo (Camp Bondsteel, Pristina), Poland (Swietoszow, Zagan). This position is required to travel OCONUS.

Responsibilities :

Leads Enterprise IT Help Desk Team, supporting Tier 1, 2, and 3 services for users in response to events, incidents, problems, requests, change management, enhanced trusted agent, and multi-factor authentication support

Maintains expert level knowledge of applicable help desk policies, procedures and incident response plans and the systems, equipment, and software being supported

Functions as an expert in usage of the help desk support system being used at the MP / site (e.g., ServiceNow, Service Desk+, Remedy)

Assesses recommended changes to the help desk support system for increased efficiency and effectiveness and participates in testing of the changes

Responsible for all Help Desk activities and support for designated MPs / organizations

Reports help desk metrics in accordance with Service Level Agreements (SLAs) and performs trend / root cause analysis for recurring SLA issues

Coordinates with other cognizant help desks (e.g., Army Enterprise Support Desk) for support controlled by that help desk

Ensures adherence to professionalism and service delivery support standards

Maintains a Very Important Persons (VIP) tracker and prioritizes support for VIPs including telephonic support when VIPs are traveling and assist troubleshooting specialized communications equipment kits

Develops and cultivates a culture in which the Help Desk Team delivers flawless customer service in managing incident restoration and performance metrics and monitoring the duties of the Help Desk Team members to ensure inquiries are answered promptly

Trains other team members on how to relate to users in the course of the job to ensure they are treated in a professional and cordial manner

Monitors all service desk systems and applications to ensure correct operations and sustainment actions

Assesses help desk policies and best practices and makes recommendations for changes that improve the performance level of the help desk

Possesses and applies a comprehensive knowledge across key tasks and high impact assignments

Frequently participates in assessment and evaluation of help desk technologies and supports standards development

Mentors more junior help desk personnel

Possesses and applies expertise on multiple, complex work assignments

Establishes goals and plans that meet project objectives

Possesses domain and expert technical knowledge

Supervises the help desk team at the designated MP site

Qualifications :

Currently hold an adjudicated Secret Clearance and be able to obtain a TS clearance

BA / BS + 5 years recent specialized or AA / AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience

Microsoft Certified Solutions Associate MCSA : Windows 10 / Office 365

DOD 8140.03 IAT2 compliance (CompTIA Security +, equal or greater)

Exemplary Customer Service skills

TESA eligibility

ITIL v4 – Foundation

Automation using Microsoft PowerShell, VBScript, or batch files

Adaptable to changing circumstances and operational needs

Understanding of Department of Defense Military standards

Experience working with and supporting Cisco Routers and Switches

Experience with DoD IT security requirements

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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.

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.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is :

73,800-$155,100