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Service Desk Manager

Service Desk Manager
Req #: ******Location: Chantilly, VA USJob Category: Information
TechnologySecurity Clearance: NoneClearance Status: Not Applicable
Job Description
This Business Systems Analyst M1 role will fulfill the Level 1 Service
Desk manager of the Web Supply Chain Management (WBSCM) program. This
manager will oversee 7 direct reports that provide Level 1 and 2
functional and technical support to the users of the WBSCM system. In
addition to providing traditional Service Desk support, the team
provides system monitoring activities and validations. Candidates for
this role will oversee all work performed in order to conduct detailed
Quality assurance checks on all work performed. In addition,
candidates will be responsible for meeting with various customers on a
weekly basis to go over all Level 1 Service Desk issues, current
metrics, and any on-going programmatic issues. Candidates will be
responsible for overseeing and managing the ServiceNow ITSM which is
currently utilized for all support issues across the program.
Required Skills:
Candidate should possess 3 to 6 years experience in management of a
technical or functional product Service Desk. Candidates in this role
must demonstrate the ability to work independently or within a team
environment. Additionally, must demonstrate strong skills in oral and
written communication with customers, internal or external team
members. They must also possess the ability to successfully work with
concurrent deadlines and multiple priorities.
Desired Skills:
ITIL certified. Worked with ISO 20000 and/or ISO 9001 standards;
Knowledge of SAP/ERP environment addressing one or more of the below
* Materials Management (MM)
* Sales and Distribution(SD)
* Finance and Controlling (FICO)
* Customer Relationship Management (CRM)
* Supplier Relationship Management (SRM)
* Supply Chain Management (SCM)
* Technical (ABAP, BASIS, BI, PI, Enterprise Portal)
Job Location
CACI employs a diverse range of talent to create an environment that
fuels innovation and fosters continuous improvement and success. At
CACI, you will have the opportunity to make an immediate impact by
providing information solutions and services in support of national
security missions and government transformation for Intelligence,
Defense, and Federal Civilian customers. CACI is proud to provide
dynamic careers for employees worldwide. CACI is an Equal Opportunity
Employer – Females/Minorities/Protected Veterans/Individuals with

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