Posted:
8/1/2024, 4:45:43 AM
Location(s):
Virginia, United States
Experience Level(s):
Senior
Field(s):
Customer Success & Support ⋅ IT & Security ⋅ Operations & Logistics
CACI is seeking an IT Operations Manager (Tier 1 / Tier 2) to join our team in Arlington, VA. The IT Operations Manager to oversee an O&M team comprised of over 15 service agents, O&M engineers, incident response specialist and O&M support staff (incident response, knowledge management) with expected growth up to 50 FTE.
This position is responsible in the delivery of a broad portfolio of performance-based IT services to DHS CISA ensuring that new services incorporated in the TOC received a standardized onboarding approach for Tier 1 & 2 service support. Candidates will be responsible for meeting contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, and interfacing / building relationships with CISA senior leadership.
This position is Fulltime Onsite in our Arlington, Virginia office.
About the Role:
Support and engage with the DHS HQ customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
Ensure the training, shadowing and successful onboarding of new employees
Track and monitor the performance of all end-user SLAs and KPIs daily for each technician within their region, identifying trends and implementing corrective action when SLAs are at risk
Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
Manage team schedule, balancing employee absences/vacations and DSS SLAs/KPIs
Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.
Manage team responsible for monitoring of and reporting on key IT systems and sending notifications and escalations to appropriate stakeholders.
Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues
Set clear team goals and provide corrective action plans where individual performance is not being met
Create an inspiring team environment with an open communication culture
Collaborate with other DSS CACI organizational entities and external vendors to solve issues on the customers behalf.
Required Qualifications:
Ability to obtain/maintain DHS EOD Suitability Clearance
BA + 10 years’ applicable experience, AA + 12 years’ applicable experience, MA + 7 years applicable experience or 16 years’ experience
5+ years of experience managing team of 35FTE or more IT personnel
Experience using ITSM tools for ticket and SLA tracking and reporting
Collaborative management approach to drive project / task success across multiple stakeholder organization
Positive attitude and strong communications skills
Prior experience working on customer site
Preferred Qualifications:
Familiarity with using ServiceNow
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
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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 more here.
The proposed salary range for this position is:
$85,800 - $180,200Website: https://caci.com/
Headquarter Location: Arlington, Virginia, United States
Employee Count: 10001+
Year Founded: 1962
IPO Status: Public
Industries: Software