CACI International Service Delivery Manager – North Central in Remote (Any State), 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.

Responsibilities: Regional Service Delivery Managers (RSDMs) oversee the delivery of end users services within a multi-state region, managing both dedicated and dispatch on-site support personnel. This candidate will be responsible for 15 - 20 regionally dispersed dedicated IT specialists (Tier II personnel) who provide IT support to end users, LAN infrastructure and STIP equipment across 100 - 125 locations. The RSDM will serve as the direct interface to the TSA regional customer, providing status on special projects (e.g. hardware refreshes, IT construction build-outs) and regional operations and is responsible for the performance of all Service Level Agreements within their region.

  • Support and engages with the TSA regional customer frequently to provide status updates on Special Project IMACs and ad hoc requests

  • Provides training to IT specialists on new technologies or process changes

  • Ensures regional dedicated on-site IT specialist staff comply with latest TSA and contractor training requirements

  • Leads and participates in Special Project IMAC alpha contracting sessions for initial IT project requirements development

  • Completes site surveys for Special Project IMACs, documenting requirements and technical specifications for proposal development

  • Tracks and monitors the performance of all end-user and STIP SLAs for each facility within their region, identifying trends and Implementing corrective action when SLAs are at risk.

  • Maintains database of all ongoing construction projects at each TSA facility within their region, providing weekly updates to the customer

  • Ensures all quarterly IT infrastructure inventory information is captured, updated and accurate by each IT specialists

  • Supports the coordination, scheduling and validation of all TSA data calls executed by regional staff

  • Reviews field service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.

  • Design, develop and maintain CACI EUSD processes and procedures using ITIL IT Service Management framework and industry best practices

  • Assisting with developing and maintaining the IT Service Catalog for EUSD services

  • Facilitate and lead solution sessions with the customer and CACI operational teams to gather requirements and identify process gaps to drive performance and customer satisfaction

  • Document each CACI EUSD operational process including workflows, roles and responsibilities matrix, and supporting knowledge articles

  • Investigate and recommend corrective actions to customer problems and issues, interviewing CACI field support teams, help desk staff and customer as well as reviewing existing ticket information

  • Improving customer service procedures, policies, and standards

  • Collaborate and drive process automation with CACI’s Remedy developers and customer, developing user test plans and end user communication for Remedy self-service and self-help capabilities

  • Develop and design metrics and reports to assess processes process performance and value of automating services

  • This role will supervise direct reports

  • Set clear team goals

  • Create an inspiring team environment with an open communication culture

  • Delegate tasks and sets deadlines for team

Required Skills:

  • Ability to obtain a DOD Security Clearance

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

  • Must have an Associates Degree and/or 5-15 YRS of experience (typically requires bachelor’s degree or equivalent, and 10 to 12 years of related experience

  • Run Field organization of similar size and scope

Desired Skills:

  • 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.

Job Location

US-Remote (Any State)-VA-

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.