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Service Desk Manager

Req #: 130915
Location: Arlington, VA US
Job Category: Administration
Minimum Clearance Required: Secret

Job Description

Work with a purpose! Interested in steering your career in a meaningful direction where you will have the opportunity to work in a collaborative and dynamic environment?  CACI is making a significant impact to the Army by developing and integrating the Integrated Personnel and Pay System-Army (IPPS-A), the Army's future Web-based Human Resources (HR) solution across all Army Components. Designed to alleviate the Army's current reliance on over 70 stove-piped systems, IPPS-A will provide a centralized resource for Soldiers, Leaders, and HR Professionals to better manage personnel and pay information.  CACI is looking for great people who are interested in making an impact with their work. Join us to be a part of this exciting and monumental effort - once complete, IPPS-A will be the largest integrated personnel and pay system in the world!   The IPPS-A Customer Service Manager provides management and oversight of the Tier II Help Desk responsible for resolving system trouble tickets, including those escalated from the IPPS-A Tier 1 Help Desk operated by the Army's Human Resources Command (HRC). This individual develops a Tier II Help Desk Support Plan addressing the programs': staffing strategy for surge support requirements; approach to timely response, resolution, escalation, and closing of tickets; outage procedures; weekly metrics including trend analysis and reporting format; and sensitive activities system problem report process.   Required Qualifications:   - Must have Bachelor's degree or equivalent   - Must have a Secret clearance   - 12-15 years of Help Desk or related experience to include software development lifecycle process and/or Help Desk operations - Minimum 5 years' experience in management - Has managed a Tier II help desk with 20 agents - Ability to communicate in a clear and concise manner Desired Qualifications: - Experience managing a Help Desk for a US Army ERP implementation - Experience working in the US Army's HR functional field -Master's degree in related field - Experience in building or implementing a new Help Desk - Experience with, PeopleSoft CRM 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 customers. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide.      CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.  

Job Location

US-Arlington-VA-VIRGINIA SUBURBAN


 

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 Disabilities.

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