Posted:
8/25/2024, 1:01:49 PM
Location(s):
Oberhausen, North Rhine-Westphalia, Germany ⋅ North Rhine-Westphalia, Germany
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Workplace Type:
Remote
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 EUCOM’s mission objectives.
What You’ll Get to Do:
CACI has an excellent opportunity for an experienced, self-directed, Service Desk Lead. This position is in support of a Department of Defense (DoD) organization, US EUCOM located OCONUS in Stuttgart, Germany. This position is required to travel OCONUS.
The Service Desk Lead will supervise and provide technical expertise to Service Desk Technicians. Responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Lead the team in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems. Create and maintain systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Supervise a large team, multiple teams, or team leads including scheduling and delegating duties and tasks within the team or across multiple teams. Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support. Actively monitor and report on systems to track achievement of Critical Success Factors (CSF). Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices. Oversee changes within the environment to ensure proper procedures are followed. Act as a mentor to members of the Service Desk team and provide direction. Responsible for employee actions including performance management and development.
Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.
More About the Role:
The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
Lead service desk technicians as the primary point of contact between the user and the service in performance of event, incident, problem, or request. Change Management functions. Enhanced Trusted Agent support and multi-factor authentication support for 24x7x365 operations. Operate and manage service desk capabilities. Lead/run the incident management process from recording to final incident closure. Operate and manage remote access capability. Support exercises as needed.
You’ll Bring These Qualifications:
These Qualifications Would be Nice to Have:
CITS III
What We Can Offer You:
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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.
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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 here.
The proposed salary range for this position is:
$90,300 - 189,600 USDWebsite: https://caci.com/
Headquarter Location: Arlington, Virginia, United States
Employee Count: 10001+
Year Founded: 1962
IPO Status: Public
Industries: Software