We are looking for a motivated experienced individual to lead the team in Pocatello to build an effective user system center for our unique and growing business with the FBI (Federal Bureau of Investigations). Responsible for supporting the FBI Ask Finance support center by providing end-user support via phone calls and emails. You would be the lead in Pocatello, ID office handling and overseeing the Travel Policy questions, travel card, Vendor administration and other system related issues (TRIP/Momentum). Duties will include collaborating with the FBI Ask Finance support team in the Chantilly, VA location, ensuring all travel policy, travel card and vendor requests are entered and resolved in a timely manner, and resolving any ticket received/assigned in a timely manner.

Responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends. 

More About the Role:

• Ensures completion and timely submission of required tasks and deliverables as requested by the client and PM. 
• Ensures sufficient coverage for travel policy, travel card, vendor or any other ad hoc tasks to meet deliverables and tasks.
• Manage team’s workload, bring issues up to PM, leads or UC depending on the issue. 
• Identify needs and processes that can be improved on the team and workload. 
• Ensure all tickets are being worked in a timely manner, updated, and addressed as required by the customer.
• Meets directly with the Project Manager to address customer requirements, raised concerns, and team processes.
• Responsible for personnel, training, and CAU support services necessary for customer and help desk requirements.
• Directly manage assigned personnel to include timesheets, CACI admin tasks, CACI touchpoint/quarterly review and addressing any personnel concerns.
• Directs and supervises personnel for the performance of project assignments and activities.
• Resolve customer questions/issues over the phone, lync, in person or email.
• Ensure all new hires are provided with sufficient training to conduct daily duties.
• Ensure the Ask Finance Help-desk SOP and documentation is up to standard.
• Manage Employees.
• Identify training areas and provide training required to refine and improve Ask Finance knowledge.
• Responsible for ensuring all personnel adhere to standards of conduct and team processes.
• Collects/reports metrics, manages scope, identifies trends and prioritizes work and resources as needed.
• Update and upload Step-by-Steps and other required documentation to a community SharePoint site.
• Responsible for the design, implementation and performance of all customer initiatives.
• Responsible for taking on special projects when needed. 
• Providing year end support as needed
• Ensures that Ask Finance CACI is in good standing to ensure option year execution.
• Assists team members resolve any travel policy or help desk related issue.
• Acting as a liaison between Travel Policy Unit Chief and Travel Policy SMEs.
• Identifies training needed to educate team to better handle travel policy and help desk issues.
• Bring ideas and innovations to enhance Ask Finance.
• Address and improve team morale.

You'll Bring These Qualifications:

• Be able to brief the customer and subject matter experts on system issue, status and proposed resolution.
• Bachelor’s Degree (BA/BS) or equivalent experience and minimum 5 years of related work experience.
• Excellent written and oral communication.
• Strategic thinker bringing innovative ideas
• Active Top-Secret Clearance

These Qualifications Would be Nice to Have:

• Leadership skills

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn morehere

The proposed salary range for this position is: