SUMMARY CACI International, Inc. (CACI) has an immediate opportunity for a Deskside Support Task Lead on a long-term opportunity providing mission-critical Enterprise IT Service Management solutions. He or she will work in a team atmosphere and serve as the Deskside Support Task Lead is responsible for providing onsite oversight and leadership of the deskside support team(s). The successful candidate will be able to manage complex performance-based program requirements involving multiple tasks and performing organizations. DUTIES AND RESPONSIBILITIES - Provide oversight and leadership of the onsite or remote deskside support staff; manages staff, sets priorities, resolves conflicting direction and serves as subject matter expert for the deskside support team at the various onsite client supported facilities on a day to day basis. - Ensure efficient, effective and practical IT desktop solutions that met and/or exceed favorable Key Performance Indicator (KPI) results. - Monitor and manage IT performance through Remedy system. - Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes. - Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. - Coach, mentor, and train staff. - Review employee time cards and expense reimbursement requests. EDUCATION, EXPERIENCE AND CERTIFCATION REQUIREMENTS: Qualification Option 1 - Education: A Bachelor‘s Degree with a major in Computer Science and/or Information Technology. - Experience: 5 years‘ experience leading complex projects in an ITSM environment. - Certification: HDI Desktop Support Technician, Technical Support Professional or Desktop Support Manager certification. Qualification Option 2 - Experience: 11 years‘ experience leading complex projects in an ITSM environment. - Certification: HDI (DST, TSP or DSM) certification with additional relevant certification equivalent to Project Management Professional (PMP), Information Technology Infrastructure Library (ITIL) Expert, Information Technology Infrastructure Library (ITIL) Master, Certified Information Systems Security professional (CISSP), Cisco Certified Architect (CCA), Cisco Certified Internetwork Expert (CCIE), Cisco Certified Network Professional (CCNP), Microsoft Certified Architect (MCA), Microsoft Certified Master (MCM), Microsoft Certified IT Professional (MCITP), Microsoft Certified Professional Developer (MCPD), MCSD, Certified Professional Contract Manager (CPCM), CCNP or Certified Professional Logistician (CPL). Qualification Option 3 - Experience: 13 years‘ experience leading complex projects in an ITSM environment. - Certification: HDI Desktop Support Technician, Technical Support Professional or Desktop Support Manager certification. Preferred Qualifications: - Preferred FAA CIO experience. - 2+ years of BMC Remedy experience.