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Form of workCACI is seeking an IT Operations Manager (Tier 1 / Tier 2) to join our team in Arlington, VA. The IT Operations Manager to oversee an O&M team comprised of over 15 service agents, O&M engineers, incident response specialist and O&M support staff (incident response, knowledge management) with expected growth up to 50 FTE.
This position is responsible in the delivery of a broad portfolio of performance-based IT services to DHS CISA ensuring that new services incorporated in the TOC received a standardized onboarding approach for Tier 1 & 2 service support. Candidates will be responsible for meeting contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, and interfacing / building relationships with CISA senior leadership.
This position is Fulltime Onsite in our Arlington, Virginia office.
More About the Role:
Support and engage with the DHS HQ customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
Ensure the training, shadowing and successful onboarding of new employees
Track and monitor the performance of all end-user SLAs and KPIs daily for each technician within their region, identifying trends and implementing corrective action when SLAs are at risk
Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
Manage team schedule, balancing employee absences/vacations and DSS SLAs/KPIs
Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.
Manage team responsible for monitoring of and reporting on key IT systems and sending notifications and escalations to appropriate stakeholders.
Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues
Set clear team goals and provide corrective action plans where individual performance is not being met
Create an inspiring team environment with an open communication culture
Collaborate with other DSS CACI organizational entities and external vendors to solve issues on the customers behalf.
Required Qualifications:
Ability to obtain/maintain DHS EOD Suitability Clearance
5+ years of experience managing team of 35FTE or more IT personnel
Experience using ITSM tools for ticket and SLA tracking and reporting
Collaborative management approach to drive project / task success across multiple stakeholder organization
Positive attitude and strong communications skills
Prior experience working on customer site
Preferred Qualifications:
Familiarity with using ServiceNow
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 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here
The proposed salary range for this position is:
$85,800 - $180,200
