CACI International HQ Operations Lead in Chantilly, Virginia
CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through IMPACT including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services. CACI will support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.
The Headquarters Operations Manager will oversee a team of 20 Tier II and Tier III desktop, VTC and VoIP engineers, who provide 7AM - 7PM on-site IT break/fix and service request fulfillment support to 5,000 end users. Supporting five (5) facilities located in the National Capitol Region, this candidate will provide day to day management, implementing policies and procedures regarding how incidents and requests are resolved through both remote and desk-side support. The Headquarters Operations Manager will be responsible for meeting all relevant end user service level agreements; monitoring KPIs daily to ensure customer satisfaction and IT support performance.
Ensure IT compliance in meeting security and other DHS regulatory standards and practices
Communicate and engage with the customer daily
Maintain the highest level of customer service with proactive management and implementation of continuous improvement initiatives
Design, implement and maintain walk-up service desk support center
Promote a professional environment and provide a point of escalation of staff, customers and internal teams with the area of accountability
Oversee and manage VIP support for TSA's approximately 60 elite users
Identify workforce issues, designing and implementing corrective actions
Manage, train and develop IT specialist ensuring high level of motivation and engagement.
Develop and maintain staffing schedules to ensure coverage across all facilities
Conduct regular performance and 1-2-1 review meetings and address performance issues.
Provide data and reports of KPI's and trends to End User Service Director in daily reporting formats.
Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
Ability to obtain a DOD Security Clearance
Ability to obtain a DHS Entrance on Duty (EOD)
BA/BS or equivalent experience and minimum 5 years of related work experience.
Minimum of 6 years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
Ability to manage and lead a team by example
Excellent written and oral communication skills
Effective and efficient Time management of self and team duties
Strong understanding of Service Desk systems and processes with experience using BMC Remedy
Able to plan and prioritize team workload to ensure objectives are achieved on time.
- Relevant DHS focused experience
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.
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.