Helpdesk Manager

Caci International Inc. Atlanta , GA 30301

Posted 4 months ago

Helpdesk Manager

Req #: 210697

Location: Atlanta, GA US

Job Category: Information Technology

Security Clearance: NACI

Clearance Status: Must be Obtainable

Job Description

What You'll Get to Do:

You will get to lead a team of Help Desk personnel in support of a public health surveillance system while serving as the subject matter expert for the operations (user enrollment, issue resolution, and participation) of the Help Desk.

More About the Role:

  • Serve as the initial program representative to inquiries (emails, tickets, etc.) from the general public, state and local health departments, and hospitals regarding healthcare associated infections and/or the protection of healthcare workers.

  • Triage and address in a timely manner incoming specific inquiries (via email and tickets from state and local health departments, hospitals, and other government agencies) for interpretation of guidelines and recommendations, broadly related to infection control in health-care settings and the general public.

  • Responsible for the coordination and dissemination of information to a variety of audiences (physicians, nurses, allied health professionals, and the general public), regarding the prevention of healthcare-associated infections, tailoring the message to specific audiences.

  • As subject matter expert of the Help Desk, recognizes patterns of inquiries (related to healthcare associated infections or healthcare worker protection) and makes planning recommendations for development of informational material to meet the needs of the general public, healthcare workers, etc.

  • Actively contributes to technical reports and documents representing summary of monthly inquiries; provides incident trending reports to management team

  • Develops and maintains support documentation in presentation-ready quality output.

  • Ensure program policies and procedures are adhered to

Required Qualifications:

Typically has a University Degree (BA/BS) or equivalent experience and minimum 5 years related work experience

  • Demonstrated supervisory or management experience (minimum 5 years)

  • Excellent verbal, written and interpersonal communication skills

  • Demonstrated strong customer service focus, analytical, problem-solving and team building and motivation capabilities

Desired Qualifications:

  • Experience with public health surveillance systems or working in public health setting

  • Experience with help desk ticketing system

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.

Job Location


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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Helpdesk Manager

Caci International Inc.