The Opportunity:
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 of USAREUR-AF and their Mission Partners mission objectives.
CACI has an excellent opportunity for an experienced, self-directed, Help Desk Lead (SATCOM/COMSEC), SME. This position is in support of USAREUR-AF Mission Partner, located at Site K. This position is required to travel OCONUS. This position is located OCONUS.
Responsibilities:
Leads enterprise IT Help Desk Team, supporting Tier 1, 2, and 3 and self-help services for users in response to events, incidents, problems, requests, change management, enhanced trusted agent, and multi-factor authentication support
Highly knowledgeable of applicable help desk policies, procedures, and incident response plans and the systems, equipment, and software being supported and used at the MP site (e.g., ServiceNow, Service Desk+, Remedy)
Assesses recommended changes to the help desk support system for increased efficiency and effectiveness and participates in testing of the changes
Responsible for all help desk activities and support for designated MPs/organizations
Reports help desk metrics in accordance with Service Level Agreements (SLAs) and performs trend/root cause analysis for recurring SLA issues
Coordinates with other cognizant help desks (e.g., Army Enterprise Support Desk) for support controlled by that help desk
Ensures adherence to professionalism and service delivery support standards
Maintains a Very Important Persons (VIPs) tracker and prioritizes support for VIPs, including telephonic support when VIPs are traveling, and assists with troubleshooting specialized communications equipment kits
Develops and cultivates a culture in which the Help Desk Team delivers flawless customer service in managing incident restoration and performance metrics and monitoring the duties of the Help Desk Team members to ensure inquiries are answered promptly
Trains other team members on how to relate to users in the course of the job to ensure they are treated in a professional and cordial manner
Monitors all service desk systems and applications to ensure correct operations and sustainment actions
Assesses help desk policies and best practices and makes recommendations for changes that improve the performance level of the help desk
Is cross-trained and proficient with SATCOM system monitoring, maintenance, incident response, and problem resolution
Leads cryptological and Communications Security (COMSEC) services and equipment lifecycle support, including installation, security, and operations of COMSEC equipment; handling of CCIs; safeguarding; hand receipting; transporting; storing; performing inventory; and destroying COMSEC keys
Possesses and applies expert knowledge regarding Army and NSA COMSEC requirements (e.g., AR 190-51, AR 380-40, AR 710-2, AE Regulation 380-40)
Mentors more-junior help desk personnel and frequently participates in assessment and evaluation of help desk technologies and supports standards development
Possesses and applies expertise on multiple complex work assignments
Establishes goals and plans that meet project objectives
Possesses domain and expert technical knowledge
Supervises the Help Desk Team at the designated MP site
Qualifications:
Required:
Currently hold an adjudicated Secret Clearance and be able to maintain
BA/BS + 13 years recent experience
Certification - FITSP-O or GICSP or CASP+ or CCNP Security or CISA or SSCP
Possesses extensive experience in enterprise IT help desk management, with deep knowledge of SATCOM, COMSEC, and help desk systems.
Demonstrates mastery of incident response, change management, and multi-factor authentication support across Tier 1, 2, and 3 services.
Exhibits strong leadership skills, capable of mentoring junior staff, supervising help desk teams, and cultivating a culture of exceptional customer service.
Maintains expertise in Army and NSA COMSEC requirements and regulations, including equipment lifecycle support, security protocols, and handling of Controlled Cryptographic Items (CCIs).
Showcases proficiency in monitoring systems and applications, VIP support coordination, SATCOM system maintenance, performance metric analysis, root cause identification, and implementation of best practices for help desk operations.
Combines technical acumen with strategic thinking to assess and improve help desk technologies, develop standards, and optimize service delivery across multiple project assignments.
Demonstrates mastery of enterprise IT help desk management, with particular emphasis on multi-tiered support structures in Government or military environments preferred.
Desired:
ITIL V4 - Intermediate Service Capability
Adaptable to changing circumstances and operational needs
Understanding of Department of Defense Military standards
Experience with DoD IT security requirements
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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 values the unique contributions that every employee brings to our company and our customers - every day. 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.
Learn more about CACI here.
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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-$189,600CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.