CACI International IT Service Management, Lead - TS/SCI w/ poly in Fairfax, Virginia

Job Description

What You’ll Get to Do:

You will provide support to IT Service Management. You will participate in various activities to include the following:

  • Prepare, review and update standard operating procedures (SOPs) and related documents for inclusion of ITSM leading practices.

  • Interact with Staff and Client Leadership to understand service level expectations, targets and communicate status of Service Improvement Plans.

  • Develop and prepare metrics program and produce Monthly NOG Metrics Report. Analyze trends, present to Leadership and Staff and drive proactive problem management.

  • Lead the efforts to consolidate and maintain the Knowledge Management system. Review and post new documents. Train staff on effective use of KM.

  • Develop and implement Incident Management policies and procedures across the NOG, and provide expertise in complex customer questions and issues.

  • Reviews customer requests for service to ascertain cause for service request, type of issue, and customer information.

  • Plan and direct the NOC Continual Service Improvement (CSI) program and initiatives.

  • Perform incident analysis and trending and suggest corrective action items.

  • Represent NOG during the planning and testing phases of new or revised management tools including Netcool, Remedy, Café and associated NOC tools.

  • Provide planning and support for new and changed services and deployments.

  • Conduct ITSM team meetings on regular basis to discuss NOG issues and status.

  • Participate in, direct and perform root cause analysis of infrastructure problems and develop resolution plans.

  • Work with the team to develop problem management and service improvement plans.

You’ll Bring These Qualifications:

  • ITIL Foundations T3

  • Must have a TS/SCI w/ poly (reinvestigation must be within a 5 year window)

  • This position typically requires bachelor's degree and seven to nine years of related experience but for this position a Bachelor's Degree In IT related subject or higher plus 2-3 years, a Masters with 1 year; an Associates with 4 years, or a high school with 6 years’ experience is acceptable.

These Qualifications Would be Nice to Have:

  • PMP Certification

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.