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# Enterprise Service Desk Team Manager

- **Company:** Caci Inc
- **Location:** Oklahoma City, OK, United States
- **Experience:** Experienced
- **Salary:** $55,400.0 - $116,400.0
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Data Processing, Information Technology, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5365e2fa603b4c02

## About the Role

Required:

 * Ability to obtain and maintain a DoD Secret Security Clearance .
10+ years of relevant IT experience. A bachelor's degree in a related field may substitute for up to 5 years of experience.

 * Minimum of 2 years of experience in a supervisory, team lead, or people management role.
 * Demonstrated ability to coach, mentor, and develop technical teams.
 * Strong customer service, communication, and problem-solving skills.
 * Experience managing service delivery in a fast-paced IT support environment.

Desired:

 * Active DoD Secret Clearance or higher.
 * DoD 8570/8140 baseline certification(s), such as Security+, CASP+, CISSP, or equivalent.
 * Experience with IT Service Management (ITSM) platforms, including ServiceNow.
 * Previous experience supporting Department of Defense (DoD) organizations or programs. Experience managing teams within a large-scale enterprise IT support environment.
*

## Description

CACI is seeking an experienced and motivated Enterprise Service Desk (ESD) Team Manager to support the Department of the Air Force's Enterprise Information Technology as a Service (EITaaS) program. As part of this transformative initiative, CACI is modernizing IT service delivery by moving from traditional, installation-based support models to an enterprise-wide service approach that enhances efficiency, consistency, and customer experience.

In this role, you will lead a team of Service Desk professionals responsible for delivering exceptional IT support to customers across the enterprise. This is an excellent opportunity for a hands-on leader who enjoys developing people, solving complex technical challenges, and driving operational excellence in a fast-paced environment.

This position supports a 24/7 operation and is scheduled as an 8-hour shift, Monday through Friday.

Responsibilities:

 * Lead, mentor, and develop a team of approximately 12 Service Desk technicians, fostering a collaborative, high-performing, and customer-focused work environment.
 * Oversee daily Service Desk operations, ensuring incidents and service requests are accurately logged, prioritized, and resolved in accordance with established Service Level Agreements (SLAs).
 * Monitor team performance, service metrics, and operational goals to ensure consistent delivery of high-quality support.
 * Provide technical guidance and coaching to technicians, assisting with the resolution of complex or high-impact incidents when needed.
 * Serve as the primary escalation point for service-impacting issues, coordinating with customers, stakeholders, and vendor partners to drive rapid and effective resolution.
 * Communicate operational, technical, and customer service concerns proactively, ensuring risks are identified, escalated, and mitigated appropriately.
 * Promote a culture of continuous improvement by identifying opportunities to enhance processes, efficiency, knowledge sharing, and service delivery.
 * Ensure compliance with cybersecurity, data protection, and information handling requirements.
 * Support workforce development through coaching, performance management, and ongoing training initiatives.