CACI International Incident Manager in Chantilly, Virginia
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a highly energetic Integrated Service Center – Incident Manager to work in the VA area. Do you enjoy resolving issues over the phone, email, or remote support technology to deliver a high level of client/customer satisfaction? Do you have a passion for process and policy review?
What You’ll Get to Do:
The Incident Manager will manage Tier 1 day to day operations.
Ensure quality, weekly metrics and reporting, and appropriate coverage for 24x7 operations.
Foster a culture of service with the staff to help deliver a positive customer experience for users with diverse business needs.
Leverage coaching and feedback, collaboration, and performance measures to influence the team in delivering a common positive experience.
Operates with a variety of ITSM tools and levels of ITSM process maturity across multiple decentralized locations.
Build a culture of service and leveraging tools and skills to move the team forward.
Creative problem-solving skills in dealing with complex business and IT challenges that cross multiple domains.
You’ll Bring These Qualifications:
Provide first contact resolution or effective triage and escalation of all issues and requests.
Supervise, hire, train, and evaluate the performance of staff. Facilitate a collaborative environment with cross-training and staff development.
Provide leadership to deliver efficient and effective operations for end user service support.
Develop policies and procedures to support a repeatable and customer-oriented service.
Ensure a knowledge management approach that is repeatable and documents accurate solutions.
Responsible for monitoring and reporting on SLAs and metrics trends.
Develop internal KPIs to manage SLAs.
Facilitate interaction between the Service Desk and other departments to foster positive communication throughout the organization.
These Qualifications Would be Nice to Have:
5+ years of Customer Service or IT Service Management Experience
Experience troubleshooting Microsoft Desktop Operating Systems
Ability to create and maintain an inclusive team environment
Demonstrated ability to continuously improve services and procedures
Bachelor's Degree or an equivalent combination of education and work experience
8570 (Security +) certification
Company Overview: 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 an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.