Help Desk Lead - SME

Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Outside Continental US The Opportunity Are you interested in continuing your career in Europe in a mission-focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative, and motivated IT Specialists to support the enablement of USAREUR-AF and their Mission Partners' mission objectives. CACI has an excellent opportunity for an experienced, self-directed Help Desk Lead SME . This position supports a Department of Defense (DoD) organization, USAREUR-AF, and their Mission Partners located OCONUS in Germany (Grafenwoehr, Hohenfels, Wiesbaden), Italy, Kosovo (Camp Bondsteel, Pristina), Poland (Swietoszow, Zagan). It requires travel OCONUS. This position is located OCONUS. Responsibilities Leads Enterprise IT Help Desk Team, supporting Tier 1, 2, and 3 services for users in response to events, incidents, problems, requests, change management, enhanced trusted agent, and multi-factor authentication support Maintains expert-level knowledge of applicable help desk policies, procedures, incident response plans, and the systems, equipment, and software supported Functions as an expert in the usage of the help desk support system used at the MP/site (e.g., ServiceNow, Service Desk, Remedy) Assesses recommended changes to the help desk support system for increased efficiency and effectiveness and participates in testing those changes Responsible for all Help Desk activities and support for designated MPs/organizations Reports help desk metrics in accordance with SLAs and performs trend/root cause analysis for recurring issues Coordinates with other help desks (e.g., Army Enterprise Support Desk) for support Ensures adherence to professionalism and service delivery standards Maintains a VIP tracker and prioritizes support for VIPs, including telephonic support during travel and troubleshooting specialized communications equipment kits Develops and fosters a culture of delivering flawless customer service, managing incident restoration, and monitoring team performance Trains team members on professional user interaction Assesses and recommends improvements to help desk policies and practices Supports standards development and participates in evaluating help desk technologies Possesses expertise on complex work assignments and establishes project goals Supervises the help desk team at the designated MP site Qualifications Required: Currently hold an adjudicated Secret Clearance and be able to obtain a TS clearance 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 Microsoft Certified Solutions Associate (MCSA): Windows 10 / Office 365 DOD 8140.03 IAT2 compliance (e.g., Security) Exemplary customer service skills TESA eligibility Desired: ITIL v4 Foundation, automation skills (PowerShell, VBScript, batch files), adaptability, understanding of DoD standards, experience with Cisco routers/switches, DoD IT security requirements What You Can Expect A culture of integrity, trust, and continuous growth. At CACI, we value your contributions and offer flexible time off and robust learning resources to support your ambitions. Join us to advance our nation's critical missions. J-18808-Ljbffr

Location: Vicenza, Veneto, IT

Posted Date: 8/23/2025