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# Service Desk Lead (Senior)

- **Company:** Caci Inc
- **Location:** Ashburn, VA, United States
- **Experience:** Expert
- **Salary:** $98,800.0 - $217,500.0
- **Contract:** Permanent contract
- **Skills:** Collaborative Software, Cyber Security, Information Technology Operations, Server Administration, SC Clearance, Information Technology, Servicenow
- **Published:** October 31, 2026
- **Apply:** https://www.careerbuilder.com/job-details/service-desk-lead-senior-ashburn-va--f4bb2e0c-9035-4e75-a26f-a95ce47bb15b

## About the Role

Customer Support/Service, Customer Support/Service, Willing to Travel, IT Service Management (ITSM), Operational Support, Technical Support, Software Administration, Computer Security, Trend Analysis, Root Cause Analysis, * Bachelor's degree + 8 years of experience in related fields, such as technical support, service desk management, IT operations, customer service, or help desk leadership; equivalencies considered.

 * Active Secret Clearance
 * Proven experience leading service desk operations, providing Tier I support, and managing Total Ticket Ownership (TTO) for enterprise environments
 * Demonstrated expertise in Change Management processes, incident management, problem management, and notification procedures
 * Strong knowledge of ITIL frameworks, service desk best practices, and coordination with government stakeholders
 * Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams

Desired:

 * Prior experience supporting federal agencies, especially the Department of State
 * Professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead, CompTIA A+
 * Experience with ServiceNow or similar ITSM platforms for ticket management, change control, and service desk operations
 * Knowledge of automation tools for notification delivery and experience conducting Daily Status Reviews (DSRs) with senior government stakeholders

## Description

Job Title: Service Desk Lead (Senior)Job Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *, CACI is seeking a Senior Service Desk Lead for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance., * Lead CASD operations providing professional, high-quality Tier I support to the DT/EA/CST internal user community, serving as the primary contact for all customer service events

 * Direct Total Ticket Ownership (TTO) activities by coordinating root cause analysis for high or critical incidents, tracking Problem Management Investigation tickets, and performing trend analysis to manage recurring system events
 * Develop and maintain comprehensive Notification Plan detailing all notice types, directives, and guidelines for DT/EA/CST and non-DT/EA/CST notifications and advisories
 * Manage Change Management process by initiating, documenting, and tracking change requests related to IT services, systems, and infrastructure, ensuring compliance with established approval workflows
 * Propose and implement automation solutions to improve notification delivery, integrating automated systems with modern collaboration tools for real-time updates on Priority 1 and 2 incidents
 * Provide impact analysis, risk assessment, and post-implementation review for changes while participating in change management meetings and Change Advisory Board (CAB) sessions
 * Conduct Daily Status Reviews (DSRs) with Government stakeholders, providing updates on operational status including incidents, problems, change requests, and planned or unplanned outages
 * Supervise and mentor Service Desk technicians, ensuring adherence to ITIL best practices, quality standards, and Service Level Agreements (SLAs)
 * Develop and maintain Service Desk metrics and reporting, tracking key performance indicators such as first-call resolution, average handle time, and customer satisfaction scores
 * Function as a technical expert across multiple project assignments, planning and leading major service desk initiatives while coordinating with other functional areas to ensure seamless service delivery