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Project Lead--End User Support Job

Company Name:
CACI International
Job Requisition Number: 86380
Category: Program Management - Operations Management
Primary Location:
washington
, DC, US
Security Clearance: TS/SCI
Clearance Status: Must be Obtainable
Schedule: Full Time
Type of Travel:
Percent of Travel Required: None
Description :
The Project Lead - End User Support will have experience assessing, managing and operating a dynamic Desktop Support End User Service environment responsible for troubleshooting, tracking, and resolving
tickets
which require "on-site" customer service throughout the NCR.
Duties and Responsibilities:
Employee must have experience in managing the operations of the End User Support functions for a large customer base of approximately 10,000 end users.
End user
services
are defined as Desktop Support Operations and Maintenance and Operations Center support services within the National Capital Region (NCR). These services are provided at the desk of the end user and are generally issues which can't be resolved via the remote service desk.
Initial duties and responsibilities include performing an assessment of current operations in order to develop detailed transition plans, CONOPS, Standard Operating Procedures (SOP's), and recommended people, process, and tool enhancements or changes to increase efficiency and functionality of the DHS Area A-LAN End User Support.
Employee must be able to communicate verbally and in writing in order to communicate effectively with the client and to write numerous documents for approval by DHS for documents pertaining to the DHS A-LAN End User Support Services.
After the assessment, the employee will perform duties and responsibilities associated with managing the day to day operations of the DHS A-LAN End User Support Functions.
The employee will have approximately 3 direct reports (shift leads) and will likely serve as a shift lead him/herself.
Employee must have experience managing to SLA Metrics.
Knowledge and understanding of how best to leverage the BMC Remedy software is required in order to make recommendations for enhancements/changes to the current environment.
Required Qualifications:
Strong background in PC troubleshooting, PC assembly, operating system and application software installation.
Must have team leader experience and be able to work with little direction.
Minimum six years' experience.
Typically requires bachelor's degree or equivalent, and ten to twelve years of related experience, including three to five years of supervisory/management experience.
This position requires a Top Secret security clearance with SCI eligibility.
This position is in support of future opportunities. As we get closer to filling this position, we will be contacting qualified candidates. If you are selected to interview, you will be contacted directly by a recruiter.
Company Description:
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where 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 clients. A member of the Fortune 1000 Largest Companies and the Russell 2000 Index, CACI provides dynamic careers for approximately 15,000 employees working in over 120 offices worldwide.
CACI is an Equal Opportunity Employer M/F/D/V.
Req ID: 86380
Date: Thu, 13 03 2014 00:00:00 GMT
Country: US
State: DC
City: Washington
Postal Code: 20001
Locale: en_US

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