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CACI International Incident Manager at Scott AFB in Scott Air Force Base, Illinois

Incident Manager at Scott AFB

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is looking for an Incident Manager to support our customer, U.S. Transportation Command (USTRANSCOM), at Scott AFB Illinois. This position is contingent upon award of the USTRANSCOM Command, Control, Communication & Cyber Systems Managed Information Technology Services (MITS), Enterprise support Managed services.

What You’ll Get to Do:

The Incident Manager will supervise and provide technical expertise to Tier 1 and 2 Technicians. The Incident Manager shall prepare reports on incident status and performance of request fulfillment. The Incident Manager will be responsible for supporting systems, users, and applications on a geographically dispersed Windows 10 Enterprise network. Leads in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Develops standards and procedures that provide for efficient operation of the infrastructure services and systems. Creates and maintains systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Supervises multiple teams including scheduling and delegating duties and tasks within the team or across multiple teams. Ensures proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support. Actively monitors and reports on systems to track achievement of Critical Success Factors (CSF). Ensures trouble tickets are addressed within identified CSFs and in alignment with ITIL best practices. Oversees changes within the environment to ensure proper procedures are followed. Acts as a mentor to members of both Tier 1 and 2 and systems administrators and provides appropriate direction. Responsible for employee actions including performance management and development. Candidate needs excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. The candidate must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.

You’ll Bring These Qualifications:

  • Currently hold an adjudicated Secret Clearance and be able to maintain.

  • Professional certification that meets or exceeds DoD 8570.01. IAM I (Security+ CE or equivalent)

  • Microsoft Certified Solutions Associate (MCSA)

  • Minimum of five (5) years of experience managing a Incident Management and / or Service Desk tool suite for a large enterprise network.

  • Minimum of five (5) years of experience with Service Operations and IT Service Management

  • Working knowledge in all aspects of automation, telecommunications, and IT networks

  • Excellent troubleshooting and problem-solving skills.

  • Good communication skills; be able to communicate with ease in front of large audiences of senior IT and communications personnel.

Desired Qualifications:

  • Preferred a minimum of ten (10) years of experience in Information Technology.

  • ITIL v3 – Foundation

  • Automation using Microsoft PowerShell, VBScript, or batch files.

  • Adaptable to changing circumstances and operational needs.

  • Understanding of Department of Defense Military standards

  • Experience working with and supporting Cisco Routers and Switches

  • Experience with DoD IT security requirements

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.


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 a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.