Help Desk Manager

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $73.8k - $155.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CACI International Inc

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1962

🎖️ Defense

🏛️ Government

🔒 Cybersecurity

🔥 Funding within the last year

💰 $500M Post-IPO Debt on 2026-02

Defense • Government • Cybersecurity

CACI International Inc is a U. S. -based government contractor that provides technologies and professional services to national security, defense, and federal civilian customers. CACI delivers solutions across cyber and digital operations, enterprise IT modernization, electronic warfare, counter-unmanned systems (C-UxS), space and optical communications, agile DevSecOps software development, and mission engineering and logistics support. The company positions itself as a large prime contractor that uses advanced software, analytics, sensing, and hardware to detect and counter evolving threats and modernize government technology architectures.

📋 Description

• Manage day-to-day NHSN Help Desk operations and maintain accountability for consistent, effective service delivery • Monitor ticket volume, workload, service performance, backlog, and emerging operational issues • Ensure Help Desk activities comply with approved SOPs, workflows, SLAs, and established requirements • Participate directly in user support and ticket resolution as needed • Troubleshoot and resolve user issues and coordinate or escalate matters requiring additional expertise • Identify recurring issues, service gaps, and process and customer-experience improvement opportunities • Provide direct supervision and day-to-day leadership to User Support Specialists • Establish and reinforce performance, customer service, documentation, and process expectations • Monitor staff performance and provide coaching, feedback, and support • Complete performance evaluations, timecard approvals, and other supervisory responsibilities • Support staff training, professional development, and technical proficiency • Communicate significant staffing, workload, and personnel issues to Project Management • Implement and reinforce SOPs, operational controls, and process changes • Ensure activities, decisions, risks, issues, and resolutions are documented • Report on operational status, performance, risks, issues, and staffing concerns • Support audits, quality reviews, corrective actions, and continuous improvement • Coordinate with Project Management, Functional Area Leads, subject matter experts, and stakeholders • Maintain working knowledge of NHSN applications and supported functional areas • Maintain proficiency with NHSN User, Facility, and Group administration functions • Maintain proficiency in ServiceNow case management, triage, reporting, analytics, and knowledge management • Use NHSN and ServiceNow knowledge to guide staff and identify issues requiring additional expertise • Use ServiceNow data and reporting tools for workload management, performance monitoring, and operational decision-making • Promote consistent use of ServiceNow and service-management practices

🎯 Requirements

• BA/BS + Five (5) years relevant experience • Demonstrated NHSN experience and proficiency with NHSN User, Facility, and Group administration functions • Experience supervising or leading a help desk, customer support, technical support, or similar operational team • Strong written and verbal communication skills • Strong organizational, problem-solving, and decision-making skills • Ability to manage multiple priorities and maintain effective operational oversight in a fast-paced support environment • Proficiency with ServiceNow or comparable help desk/service-management platforms • Appropriate ServiceNow certification or ability to obtain certification within the timeframe established by CACI or program leadership • Must be highly detail-oriented, organized, proactive, and accountable • Must be able to obtain and hold a Public Trust Level 5 clearance

🏖️ Benefits

• Flexible time off benefit • Robust learning resources • Healthcare benefits • Wellness benefits • Financial benefits • Retirement benefits • Family support benefits • Continuing education benefits • Time off benefits • Competitive compensation • Learning and development opportunities