Service Desk Manager

Service Desk Manager

The Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring exceptional customer service and efficient resolution of IT issues. This role requires extensive experience with Genesys Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, as well as expertise in leveraging ServiceNow for automation and workflow optimization. The Service Desk Manager will lead a team of support professionals, drive process improvements, and ensure alignment with organizational IT objectives.

Responsibilities:

• Service Desk Operations: Manage and oversee the service desk team to ensure timely and effective resolution of user issues, maintaining high customer satisfaction.
• Genesys ACD-IVR Management: Administer and optimize Genesys ACD and IVR systems to ensure seamless call routing, self-service options, and enhanced user experiences.
• ServiceNow Automation: Implement and maintain ServiceNow automation workflows to streamline incident management, request fulfillment, and reporting processes.
• Team Leadership: Supervise, mentor, and develop a team of service desk analysts, fostering a culture of collaboration and continuous improvement.
• Process Improvement: Identify opportunities for process optimization, leveraging ServiceNow and Genesys data to enhance service delivery and reduce resolution times.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) such as first call resolution, ticket closure rates, and customer satisfaction scores.
• Incident and Problem Management: Oversee major incident resolution and root cause analysis, ensuring minimal disruption to business operations.
• Vendor Coordination: Collaborate with Genesys and ServiceNow vendors to implement updates, resolve issues, and explore new features or integrations.
• Training and Documentation: Develop and maintain training programs and documentation for service desk staff and end-users on Genesys and ServiceNow functionalities.
• Compliance and Security: Ensure service desk operations comply with organizational policies, ITIL frameworks, and data security standards.

Qualifications:

Required:

• Active Top Secret Clearance with the ability to obtain TS/SCI.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• IAT Level II or greater (Security +/CASP/etc)
• Minimum of 5 years of experience in IT service desk management or a similar role.
• At least 3 years of hands-on experience with Genesys ACD-IVR systems, including configuration, optimization, and reporting.
• At least 3 years of experience with ServiceNow, focusing on automation, incident management, and workflow design.

Technical Skills:

• Proficiency in Genesys Cloud or Genesys Engage for call routing and IVR scripting.
• Expertise in ServiceNow platform administration, including Flow Designer, Service Catalog, and reporting modules.
• Familiarity with ITIL v3 or v4 frameworks and best practices.
• Knowledge of Windows, macOS, and mobile device support environments.

Soft Skills:

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills to interact with stakeholders at all levels.
• Analytical mindset with a focus on problem-solving and process improvement.

Desired:

• Certifications (preferred):
• ITIL Foundation or higher.
• Genesys Certified Professional (GCP) or equivalent.
• ServiceNow Certified System Administrator or equivalent.

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.

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.

The proposed salary range for this position is: $67,800 - 142,200 USD

CACI 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.