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CA
CACI, INC.-FEDERAL
14d ago

Service Desk Lead (Genesys ACD-IVR Systems)(m/w/x)

Stuttgart
from USD 142,200 / year
Full-timeOn-siteSenior

Description

As a Service Desk Lead, you will manage the IT service desk team, ensuring user issues are resolved efficiently while enhancing customer satisfaction. This role involves optimizing Genesys systems, implementing automation, and fostering team development.

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Requirements

  • •Active Top Secret Clearance
  • •Minimum 5 years of experience as IT Service Desk Manager or similar role
  • •At least 3 years of hands-on experience with Genesys ACD-IVR systems
  • •At least 3 years of experience with ServiceNow
  • •Experience with Genesys ACD-IVR and integration into ServiceNow
  • •Experience managing to SLAs
  • •IAT Level II or greater
  • •Bachelor’s degree in Information Technology, Computer Science, or related field
  • •Proficiency in Genesys Cloud or Genesys Engage
  • •Expertise in ServiceNow platform administration
  • •Familiarity with ITIL v3 or v4 frameworks
  • •Knowledge of Windows, macOS, and mobile device support environments
  • •Strong leadership and team management abilities
  • •Excellent communication and interpersonal skills
  • •Analytical mindset with focus on problem-solving
  • •ITIL Foundation or higher
  • •Genesys Certified Professional or equivalent
  • •ServiceNow Certified System Administrator or equivalent

Education

Bachelor's degree

Work Experience

5 years

Tasks

  • •Oversee daily operations of the IT service desk
  • •Administer and optimize Genesys ACD and IVR systems
  • •Implement and maintain ServiceNow automation workflows
  • •Supervise and mentor service desk analysts
  • •Identify opportunities for process optimization
  • •Monitor and report on key performance indicators
  • •Oversee major incident resolution and root cause analysis
  • •Collaborate with Genesys and ServiceNow vendors
  • •Develop and maintain training programs and documentation
  • •Ensure compliance with organizational policies and data security standards

Tools & Technologies

Genesys ACD-IVRServiceNowGenesys CloudGenesys Engage

Languages

English – Business Fluent

Benefits

Workation & Sabbatical

  • •Flexible time off

Learning & Development

  • •Robust learning resources
  • •Continuing education

Healthcare & Fitness

  • •Comprehensive healthcare
  • •Wellness benefits

Competitive Pay

  • •Financial benefits

Retirement Plans

  • •Retirement support

Family Support

  • •Family support

More Vacation Days

  • •Time off benefits
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CACI, INC.-FEDERAL and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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