IT Help Desk Manager

About the role

CACI is seeking an experienced IT Help Desk Manager to manage operations for a service desk team. 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.