Help Desk Manager

Help Desk Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: NACI

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You'll Get to Do:

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CACI seeks a detail-oriented help desk manager with superior interpersonal, organizational and communications skills to oversee the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The help desk manager will be required to manage ticket escalation and resolve any user inquiries.

To be successful as a help desk manager at CACI, you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient support.

Specific responsibilities of the help desk manager include:

• Provide user support to client by performing a variety of clearinghouse functions and activities
• Serve as subject matter expert for the operations (enrollment and participation) of the helpdesk.
• Triage incoming specific inquiries (via email from state and local health departments, hospitals, and other government agencies)
• Supports technical reports and documents representing summary of monthly inquiries.
• Supports technical writing for program and operation documentation.
• Supports the creation of documentation in presentation-ready quality output.
• Managing and supporting a team of help desk analyst
• Mentoring your team, providing training, and conducting performance evaluations.
• Monitoring team performance and developing feedback reports for management.
• Communicating with clients and providing in-person and phone support, if required.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Making recommendations to improve operational efficiency.

You'll bring these qualifications

• Bachelor's degree or work experience equivalent
• Must be able to obtain a NACI clearance.
• At least three years of experience in leadership capacity on help desk team or as a Help Desk Manager
• Ability to work under pressure
• Excellent communications skills; great attention to details
• Excellent leadership and people management skills.
• Strong customer service skills.
• Excellent oral, written communication and presentation skills

What We Can Offer You:

- We've been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

- For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.