9,283 Service Desk Lead jobs in the United States

Service Desk Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
* * *
CACI is currently looking for a motivated, career and customer-oriented Service Desk Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).
As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.
**What you'll get to do:**
Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators by:
+ Helping reproduce and diagnose problems
+ Providing remote support to users for network and desktop hardware and software problems
+ Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
+ Interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems
+ Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems
+ Possess and apply comprehensive knowledge across key tasks and high-impact assignments
+ Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites
+ Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software
+ Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner
+ Communicate issues and resolutions with appropriate stakeholders
+ Organizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clients
+ Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
+ Establishing communication channels among leadership and stakeholders
+ Providing support to end-users spanning a variety of issues
+ Identifying, researching, and resolving technical problems
+ Responding to telephone calls, email, and personnel requests for technical support
+ Documenting, tracking, and monitoring the problem to ensure a timely resolution
+ Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware
+ Maintaining relevant metrics that help the team see how they are doing
+ Supporting long- and short-range planning
+ Developing new and refining existing process to enhance quality and productivity
+ Ensuring product quality and timeliness of efforts
**You have:**
+ Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:
+ 3-year check for felony convictions
+ 1-year check for illegal drug use
+ 1-year check for misconduct such as theft or fraud
+ Bachelor's Degree and 5+ years related technical and managerial experience (experience considered in lieu of degree)
+ Experience with ServiceNow ticketing systems
+ Experience with JIRA Service Desk
+ Experience with Problem and Incident Management
+ Experience leading a large 365x24x7 on-call service desk team supporting multiple software applications
+ **Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA**
**You're good at:**
+ Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
+ Familiarity with the general IT practices and terminology
+ Excellent written and verbal communication skills
+ Highly responsible, team-oriented individual with very strong work ethic; self-starter
+ Strong, active listening skills
**Bonus would be having:**
+ ITIL Certification, other Technical Certifications
+ Experience with large scale ITSM and implementations
+ CBP, DHS, Border Patrol Systems experience
-
**___**
**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. ( 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:
$70,800 - $148,600
_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._

Description
Sargent & Lundy is a leading consulting engineering firm specializing in the power and energy sectors. Since 1891, we have provided comprehensive engineering, design, and consulting services for both traditional and renewable power generation, grid modernization, nuclear power, and more. Our mission is to help clients achieve their energy goals effectively by adopting advanced technologies and sustainable practices. We are looking for a motivated Data Engineer to join our growing data-driven team to enhance our data infrastructure and support analytics initiatives.
Role Overview
The IT Help Desk Lead is responsible for overseeing daily operations of the IT Help Desk team to ensure timely and effective resolution of technical issues and service requests. This role combines hands-on technical support with leadership responsibilities, including team management, process improvement, and coordination with other IT functions to deliver high-quality end-user support.
Key Responsibilities
Team Leadership & Operations
+ Supervise a team of Help Desk Technicians, providing guidance, mentoring, and performance feedback.
+ Schedule and manage help desk coverage to ensure adequate support during business hours and on-call rotations.
+ Monitor ticket queues, assign priorities, and ensure timely resolution according to SLA targets.
+ Conduct regular team meetings to review performance metrics, open issues, and improvement areas.
+ Perform quarterly performance check-ins and end of year evaluations for agents
Technical Support
+ Provide advanced troubleshooting and escalation support for complex incidents or requests.
+ Ensure accurate documentation of issues, resolutions, and knowledge base updates.
+ Collaborate with infrastructure, applications, and security teams for escalations and cross-functional issue resolution.
+ Maintain asset and user account management standards in alignment with IT policies.
+ Manage Help Desk phone system, track agent performance, join/shadows calls for advanced support.
Process & Continuous Improvement
+ Identify recurring issues and propose solutions or process improvements.
+ Develop and maintain help desk procedures, documentation, and standard operating processes (SOPs).
+ Assist in developing and implementing IT service management (ITSM) best practices.
+ Analyze metrics (ticket volume, response times, customer satisfaction) to report performance and trends.
Customer Service & Communication
+ Ensure a high level of customer satisfaction by fostering a customer-first culture.
+ Communicate effectively with users at all levels to provide updates and manage expectations.
+ Develop internal communications and training materials to improve user self-service.
This position offers the flexibility of a hybrid schedule with the expectation of 3 days per week in our downtown Chicago office, and 2 days remote from home .
Qualifications
Qualifications & Experience
+ Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
+ 5+ years of experience in IT support, with 2 years in a team lead or supervisory role (preferred).
+ Experience in supporting Windows, macOS, Office 365, Active Directory, and enterprise ticketing systems (e.g., ServiceNow, Ivanti Cherwell, Freshworks etc.).
Key Competencies
+ Strong leadership and people management skills.
+ Excellent problem-solving, communication, and interpersonal skills.
+ Strong understanding of ITIL principles and ITSM processes.
+ Ability to prioritize and manage multiple tasks in a fast-paced environment.
+ Customer-focused mindset with a commitment to service excellence.
Preferred Certifications
+ ITIL v4 Foundation Certification.
+ CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
We do not sponsor employees for work authorization in the U.S. for this position.
Award-Winning Benefits
At Sargent & Lundy, we care about the health and well-being of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare plans and generous paid time off to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide competitive, award-winning benefits. Our dedication to employee satisfaction has earned us the prestigious Top Workplaces Culture Excellence Award for compensation and benefits in 2022, 2023, and 2024.
Health & Wellness Financial Benefits Work-Life Balance
+ Health Plans: Medical, Dental, Vision
+ Life & Accident Insurance
+ Disability Coverage
+ Employee Assistance Program (EAP)
+ Back-Up Daycare
+ FSA & HSA
+ 401(k)
+ Pre-Tax Commuter Account
+ Merit Scholarship Program
+ Employee Discount Program
+ Corporate Charitable Giving Program
+ Tuition Assistance
+ First Professional Licensure Bonus
+ Employee Referral Bonus
+ Paid Annual Personal/Sick Time (PST)
+ Paid Vacation
+ Paid Holidays
+ Paid Parental Leave
+ Paid Bereavement Leave
+ Flexible Work Arrangements
Compensation Range
$70,510.00 - $103,820.00
Transparency Statement
Sargent & Lundy discloses compensation ranges that comply with all local and state regulations. The total compensation package for eligible positions will include a base salary or an hourly rate and a comprehensive benefits package, reflecting our commitment to rewarding performance and supporting the overall well-being of our employees. Individuals may also be eligible to participate in our yearly discretionary bonus.
Awards & Recognition
Equal Opportunity
Sargent & Lundy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any protected status as defined by applicable law.
CityChicago
StateIL
CountryUnited States
Area of InterestInformation Technology
TypeFull Time - Regular
Job ID
Business GroupCEO Group
DepartmentComputer Technology

**Help Desk Lead - Senior**
**Category:** Service Desk / End User Services
**Main location:** United States, Virginia, Arlington
**Position ID:** J
**Employment Type:** Full Time
**Position Description:**
CGI Federal has an exciting opportunity for a Helpdesk Lead within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.
The Helpdesk Lead manages and oversees the daily operations of a help desk team, ensuring efficient and effective technical support. This role involves troubleshooting escalated issues, mentoring team members, implementing processes, and maintaining service levels. The Lead acts as a point of contact for complex issues, manages ticket workflows, and contributes to the overall success of the help desk team and the organization.
CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.
This position is located in Arlington, VA.
**Your future duties and responsibilities:**
- Team Leadership:
o Oversee the daily activities of the help desk team, providing guidance, support, and direction.
o Set schedules, manage workloads, and ensure adequate coverage for service delivery.
o Mentor and train junior staff members, fostering their technical and professional development.
o Evaluate individual and team performance, identifying areas for improvement.
o Foster a positive and collaborative team environment.
- Technical Support:
o Troubleshoot and resolve complex technical issues, acting as a point of escalation.
o Develop and implement effective troubleshooting strategies and best practices.
o Ensure accurate and timely documentation of issues and resolutions.
o Collaborate with other IT teams to resolve complex problems.
- Process Management:
o Develop, refine, and implement help desk policies, procedures, and workflows.
o Monitor and analyze help desk performance metrics, identifying areas for improvement.
o Manage ticket assignments, escalations, and resolution processes.
o Maintain and update onboarding documentation and processes for new hires.
- Communication and Collaboration:
o Communicate effectively with team members, users, and other IT teams.
o Provide clear and concise technical explanations to non-technical users.
o Collaborate with other teams to implement solutions and improvements.
- Other:
o Ensure compliance with service level agreements (SLAs).
o Evaluate and recommend new tools and technologies to improve support services.
o Manage vendor relationships for software and hardware support.
**Required qualifications to be successful in this role:**
- Education and/or Experience: Bachelor's degree and/or 5 to 8 years of experience
- Security Clearance: Must possess the ability to obtain and maintain a TS/SCI clearance with polygraph. Candidates with an active TS/SCI and polygraph are highly desirable.
- Strong Communication and Collaboration Skills: Ability to effectively communicate with technical and non-technical stakeholders.
- Problem-Solving and Analytical Skills: Ability to identify and resolve complex security issues.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $78,400.00 - $173,500.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
- Competitive compensation
- Comprehensive insurance options
- Matching contributions through the 401(k) plan and the share purchase plan
- Paid time off for vacation, holidays, and sick time
- Paid parental leave
- Learning opportunities and tuition assistance
- Wellness and Well-being programs
#CGIFederalJob
#79570
#ClearanceJobs
#CGIintelligencecareers
#MARSCareers
**Skills:**
+ Help Desk/IT Services
+ Information Management
+ Leadership
**What you can expect from us:**
**Together, as owners, let's turn meaningful insights into action.**
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because.
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team-one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**
We make it easy to translate military experience and skills! Clickhere ( to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

Lead the daily activities of the Service Desk team. Consistently deliver excellent technical support to all users, properly handle escalations, complete assigned projects in a timely manner, and serve as a communication channel between users and the IT organization.

ESSENTIAL FUNCTIONS/TASKS:

• Provide timely technical assistance to the organization's 300 users of computer applications and hardware.
• Maintain troubleshooting steps in the Ticket Management knowledgebase to ensure timely resolution of problems.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Collaborate with the Infrastructure and Software Support teams to restore service when system outages do occur.
• Ensure consistent completion of project deliverables within agreed-upon schedule.
• Maintain and promote security-first mindset for every member of the Service Desk team and for all users.
• Take ownership of the Security Training program and training for non-Yardi business applications.
• Escalate security incidents to Senior Systems Engineers and the CIO as per Incident Response protocols.
• Coordinate with Infrastructure to support incident containment and recovery.
• Enforce approved organizational IT security policies and procedures.
• Ensure that all service desk activities align with documented security governance and compliance requirements.
• Promote good cybersecurity practices among users during support interactions.
• Adhere to change management process when system changes or new services are introduced that may impact security and/or affect users' experience or functionality.
• Perform other duties and responsibilities as assigned or directed by the Chief Information Officer.

EXPERIENCE, TRAINING, SKILLS REQUIRED:

• Passionate about delivering outstanding customer service.
• Exceptional analytical and problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Ability to manage time effectively while working on several competing business priorities.
• Hands-on experience with Active Directory/Entra, Intune (MDM, Policies, Autopilot, Defender), Remote Systems Administration, Adobe suite of products, Office 365 Cloud Suite of products (SharePoint, Exchange Online/Outlook, Etc.) and enterprise printer management.
• Advanced knowledge of desktop operating systems, desktop security, and desktop hardware and software installation procedures in an enterprise environment.
• Hands-on experience with Unified Communications (Zoom and Teams) as well as Mac OS, iPhone, Android.
• Knowledge of and experience with password manager software.
• Manage and delegate workloads and tasks from the ticketing system and project management software to the service desk team engaging with other staff and teams when necessary.

EDUCATION:

• Bachelor's degree in information technology or related field.

LICENSE OR CERTIFICATE REQUIRED:

• Microsoft Certification such as MCSE Desktop Infrastructure is a definite plus.

TRAVEL REQUIREMENTS:

Limited travel to properties and/or regional offices will be required.

Schnitzer Properties offer a full benefits package with medical, dental, vision, 401k, and FSA options as well as vacation, sick, and holiday pay.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Job Title: Service Desk Tower Lead
Location: Arlington, VA
On-Site - Federal Client
Public Trust Clearance Required
6 Month Contract to Hire
Hourly Rate: $70/hr. Range W2. Benefits available
ALTA IT Services has a 6-month contract to hire opening for a Service Desk Tower Lead to lead an IT support team, onsite at a federal client site. The IT Service Desk Tower Lead will oversee the day-to-day operations of the service desk, ensure the timely resolution of technical issues, and provide exceptional customer service to our internal stakeholders. They will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of the organization.
Duties and Responsibilities:
+ Own overall responsibility for the ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.
+ Manage all Service Desk supervisors, trainers, quality manager, and workflow.
+ Ensure Queue management practices are followed and enhanced
+ Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incidents and Requests
+ Liaise with the Customer Service Delivery Technical Monitors.
+ Manage the development and issuance of Service Desk operational reports.
+ Represent the Service Desk team in a customer-facing role.
+ Liaise with the Contractor-designated Change lead.
+ Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.
+ Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes.
+ Serve as a further escalation point for Service Desk supervisors.
REQUIRED SKILLS
+ ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
+ At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
+ Familiarity with Avaya or Genesys Contact Centers is a plus
+ Min Citizenship Status Required: US Citizenship Required
Please contact Melissa McNally via for consideration.
System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
#M-MM1
#LI-MM1
#DI-MM1
Ref: #855-IT Baltimore
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Service Desk Shift Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
* * *
CACI is currently looking for a motivated, career and customer-oriented Service Desk Shift Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).
As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.
**What you'll get to do:**
Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators by:
+ Helping reproduce and diagnose problems
+ Providing remote support to users for network and desktop hardware and software problems
+ Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
+ Interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems
+ Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems
+ Possess and apply comprehensive knowledge across key tasks and high-impact assignments
+ Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites
+ Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software
+ Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner
+ Communicate issues and resolutions with appropriate stakeholders
+ Organizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clients
+ Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
+ Establishing communication channels among leadership and stakeholders
+ Providing support to end-users spanning a variety of issues
+ Identifying, researching, and resolving technical problems
+ Responding to telephone calls, email, and personnel requests for technical support
+ Documenting, tracking, and monitoring the problem to ensure a timely resolution
+ Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware
+ Maintaining relevant metrics that help the team see how they are doing
+ Supporting long- and short-range planning
+ Developing new and refining existing process to enhance quality and productivity
+ Ensuring product quality and timeliness of efforts
**You have:**
+ Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:
+ 3-year check for felony convictions
+ 1-year check for illegal drug use
+ 1-year check for misconduct such as theft or fraud
+ Bachelor's degree and 5+ years related technical and managerial experience
+ Experience with ServiceNow ticketing systems
+ Experience with JIRA Service Desk
+ Experience with Problem and Incident Management
+ Experience working with a large 365x24x7 on-call service desk team supporting multiple software applications
+ **Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA**
**You're good at:**
+ Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
+ Familiarity with the general IT practices and terminology
+ Excellent written and verbal communication skills
+ Highly responsible, team-oriented individual with very strong work ethic; self-starter
+ Strong, active listening skills
**Bonus would be having:**
+ ITIL Certification, other Technical Certifications
+ Experience with large scale ITSM and implementations
+ CBP, DHS, Border Patrol Systems experience
-
**___**
**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. ( 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:
$70,800 - $148,600
_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._

Description We are looking for a Service Desk Team Lead to oversee and enhance service delivery operations in Houston, Texas. This role involves managing a team of service desk staff, ensuring timely and efficient issue resolution, and driving continuous improvement in IT support processes. The ideal candidate will possess leadership skills and technical expertise to maintain high-quality service standards.
Responsibilities:
- Lead and manage the daily operations of the service desk team to ensure efficient and effective support services.
- Monitor and analyze service desk performance metrics to identify areas for improvement.
- Develop and implement strategies to optimize service delivery processes and enhance customer satisfaction.
- Provide technical guidance and mentorship to team members, fostering growth and development.
- Oversee the resolution of technical issues, ensuring timely and accurate solutions.
- Collaborate with other departments to address service-related challenges and implement best practices.
- Manage communication with stakeholders to ensure transparency and alignment on service delivery goals.
- Maintain and update documentation for service desk procedures and knowledge base resources.
- Ensure compliance with ITIL standards and other relevant frameworks.
- Coordinate training programs to enhance technical skills and service desk capabilities. Requirements - Proven experience in a leadership role within a service desk or IT support environment.
- Familiarity with ITIL frameworks and best practices for service management.
- Strong technical knowledge in Remote Desktop Support, Azure Active Directory, and Intune.
- Proficiency in using collaboration tools such as Cisco Webex Meetings.
- Excellent communication and interpersonal skills to lead a team and interact with stakeholders.
- Ability to analyze data and metrics to drive performance improvements.
- Strong organizational skills with the ability to multitask and prioritize effectively.
- Commitment to fostering a diverse and inclusive workplace. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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**Responsibilities & Qualifications**
**RESPONSIBILITIES**
+ Own overall responsibility for ITSMS process handling on the Service Desk;
+ Manage all Service Desk supervisors;
+ Coordinate Service Desk staff training sessions;
+ Liaise with the FDIC Service Delivery Designee;
+ Manage the development and issuance of Service Desk operational reports;
+ Represent the Service Desk team in a customer-facing role;
+ Liaise with the Contractor designated Change lead;
+ Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results;
+ Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
+ Serve as a further escalation point for Service Desk supervisors;
+ Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and
+ Participate in Problem Management activities
**REQUIRED QUALIFICATIONS**
+ Bachelor's degree or equivalent experience, advanced degree preferred.
+ Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
+ Excellent communication and teamwork skills.
**Overview**
We are seeking Service Desk Team Leadto join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of technical team where excellent customer service and professional expertise are required.
The mission of FDIC's Chief Information Officer Organization (CIOO) is to provide scalable,efficient technology that enables continuous access to data securely. In support of this mission,FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented sixproduct suites across the ServiceNow platform.The use of cloud platforms like ServiceNow is a key component of the FDIC's ongoing ITModernization Program, which emphasizes accelerated cloud adoption to support mission needs.The IT Modernization Program is intended to align the FDIC's IT program with key Federalpriorities, including the Federal Cloud Smart Strategy.
TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Arlington, VA
+ Type of environment: Varies
+ Noise level: Low
+ Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
Citizenship: US Citizen
Clearance requirement: ability to receive a Public Trust clearance
**OTHER INFORMATION**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.
**EQUAL EMPLOYMENT OPPORTUNITY**
In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact for assistance.
**Job Locations** _US-VA-Arlington_
**ID** _ _
**Category** _Information Technology_
**Type** _Regular Full-Time_