Service Desk Lead

The Opportunity

Are you interested in advancing your career in Europe within a mission-focused environment? CACI is hiring for multiple upcoming positions across the European theater to support Department of Defense customers. We seek experienced, innovative, and motivated IT specialists to support EUCOM’s mission objectives.

CACI offers an excellent opportunity for an experienced, self-directed Service Desk Lead . This role supports a Department of Defense (DoD) organization, US EUCOM, located OCONUS in Stuttgart, Germany. This position requires travel OCONUS.

Responsibilities:

1. Supervise and provide technical expertise to Service Desk Technicians.
2. Support systems, users, and applications on a geographically dispersed Windows 10 Enterprise network.
3. Lead troubleshooting efforts and collaborate with other teams to identify root causes and remediation actions.
4. Develop standards and procedures for efficient operation of infrastructure services and systems.
5. Create and maintain system documentation and SOPs.
6. Ensure thorough documentation in Knowledge Databases.
7. Supervise team members, including scheduling and delegating tasks.
8. Monitor system performance and support requests to ensure optimal uptime and customer satisfaction.
9. Report on system performance and track achievement of Critical Success Factors (CSF).
10. Oversee environment changes, ensuring proper procedures are followed.
11. Mentor team members and manage employee performance and development.

Candidates should possess excellent problem-solving and customer service skills, extensive experience with desktop hardware, software, operating systems, and network connectivity. A proactive approach to resolving issues and resource maximization is essential.

Qualifications

1. Must hold an adjudicated Secret Clearance and maintain it.
2. BA/BS + 5 years recent specialized experience, or AA/AS + 7 years, or a major certification + 9 years, or 11 years of recent specialized experience.
3. Microsoft Certified Solutions Associate (MCSA): Windows 10/Office 365.
4. DOD 8570 IAT2 compliance (e.g., Security+ or higher).
5. Exemplary customer service skills.
6. TESA eligibility.

Desired Skills:

1. ITIL v3 Foundation.
2. Automation experience using PowerShell, VBScript, or batch files.
3. Ability to adapt to changing operational circumstances.
4. Knowledge of DoD Military standards.
5. Experience with Cisco Routers and Switches.
6. Experience supporting DoD IT security requirements.

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