CACI International Service Center Manager in Oklahoma City, Oklahoma
What You’ll Get to Do:
CACI is currently looking for outstanding IT candidates to join our Enterprise IT Business Group in support of the FAA Integrated Service Center. CACI is leading the way in providing the FAA with a service delivery model that leverages the ISC to provide a one-stop shop for value-added, timely IT services and support. You will have the opportunity to make an immediate impact by providing the information technology and consulting solutions focusing on improving service, introducing new processes and strategies which leverages technology, and emphasized remote support over on-site support.
You will be part of the management team for the ISC, responsible for the Service Center which provides remote technical support for Federal Aviation Administration (FAA) users. You will have full authority to develop a continuous improvement process and implement those improvements to continue building our World Class service center.
You will have a great opportunity to establish a vision for the service center, focused on innovation and automation, as well as developing the strategy to achieve the vision.
More About the Role:
You will provide oversight, management and leadership, ensuring that all processes are followed and that the performance measures established for the client are achieved or exceeded. The successful candidate will be able to manage complex performance-based program requirements involving multiple tasks:
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
Prepare and achieves Help Desk Institute (HDI) re-certification every 2 years.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Keep up-to-date on current trends and technologies in the Service Center and Helpdesk arenas.
Utilizes best practice process improvement methodologies to analyze current processes, determine improvements and implement.
Capable of making decisions in the best interest of the customer and achieving excellence in performance.
You’ll Bring These Qualifications:
Must be US Citizen
Must be able to obtain a Public Trust Clearance.
Must have experience managing a Service Center or Helpdesk
Must be a strong leader, manager and team builder/player with superior communication and problem-solving skills
Bachelor's Degree in Computer Information Systems, Computer Science or Information Technology
10+ years of related experience is required.
At least one year as a manager or supervisor of an IT Call Center with 75+ employees.
These Qualifications Would be Nice to Have:
Knowledge and experience with Remedy IT Service Management Suite
Proficiency in understanding of the ACD systems.
ITIL Foundations v3 / Foundation 2011 certification or higher.
HDI Support Center Manager certification or ability to obtain within 3 months of hire
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.
US-Oklahoma City-OK-OKLAHOMA CITY
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.