CACI International Service Level and Quality Lead in Chantilly, Virginia

Job Description

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 Service Level and Quality Lead will be responsible for all aspects of Service Level Management and Quality Assurance for a large-scale Enterprise IT contract supporting the Department of Homeland Security (DHS) Transportation

Security Administration (TSA). The successful candidate will have extensive experience with ITIL-based ITSM and managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Deliverables for Enterprise IT

projects. The Service Level and Quality Lead will regularly brief internal Program Management as well as the Government Customer on Service Level status.


  • Developing and Documenting all Service Level Management processes and procedures.

  • Coordinating with the Operations Teams to automate Service Level metrics gathering and reporting.

  • Creating and maintaining Service Level report formats.

  • Providing real-time snapshots of Service Level performance.

  • Delivering monthly Service Level achievement reports to the Government.

  • Managing a team of Service Level Analysts to accomplish all Service Level Management objectives.

Required Skills:

  • Bachelor's Degree or higher or 10+ Years of Related Experience

  • Ability to obtain a DOD Security Clearance

  • Ability to obtain a DHS TSA Entrance on Duty (EOD)

Desired Skills:

  • Relevant TSA 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.

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.