CACI has arrived in OKC! We are excited to open our new Corporate Shared Services Center in Oklahoma City and are searching for an IT Service Desk Manager to join our new team. As the IT Service Desk Manager at the Shared Services Center (SSC), you will oversee and manage Service Desk operations and staff to deliver exceptional technical support with outstanding customer service, satisfaction, and timeliness.
Your goal is clear: equip your team by providing leadership and guidance so together you can provide top-notch technical support and best-in-class customer service.
What You’ll Get to Do:
Lead a team of dynamic Service Desk techs who provide onsite, desktop technical support throughout the SSC.
Recruit, hire, train, motivate and grow your team!
Coordinate service desk responsibilities with other support and functional teams to ensure accurate support for customers.
Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues.
Oversee staff activities and manage staffing schedule to provide appropriate coverage.
Monitor and manage phone queue and participate in escalated calls. Act as escalation point for requests and incidents, as needed.
Drive increase usages of self-service capabilities and self-help information.
Review, enforce, and report on established SLAs.
Report KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
Generate customer satisfaction surveys upon ticket closure and on a regular cycle. Review survey results and feedback to improve services, tools and support experience. Provide necessary follow up to customers.
Work to make service desk the “single source of truth” and service delivery channel for IT.
Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.
Manage process for communicating outage/emergency activities to the organization.
Participate in IT departmental meetings to ensure awareness of operational activities and upcoming changes as well as provide service desk statistics and updates.
You’ll Bring These Qualifications:
Bachelor's degree in Computer Science or a related field
10+ years of Service Desk experience culminating in comprehensive knowledge of design, management, and operation of Service Desk operations
Experience in development and enforcement of Service Level Agreements (SLAs)
Knowledge of ITIL best practices/ISO20K standards
Experience with ITSM tools and solutions
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.