IT Service Manager - Lead

IT Service Manager - Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking a highly motivated and experienced Enterprise IT Service Manager to support our U.S. Air Force customer at Langley Air Force Base in Hampton, VA. This position plays a critical role in supporting the Air Force Distributed Common Ground System (AF DCGS) and is integral to the success of the Enterprise Service Desk. As the first point of contact for regional hub operations, you will provide leadership and oversight for local IT service delivery while ensuring alignment with enterprise-wide processes and service standards. This role requires a strong mix of technical expertise, operational leadership, and customer service focus in a mission-critical environment

Responsibilities:

• Promote and implement IT Service Management (ITSM) principles and processes to all groups interacting with Incident, Problem, Change, Configuration, and Lifecycle Management as part of the AF-DCGS Enterprise Service Desk (ESD).
• Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings.
• Support exceptional customer service through superior leadership qualities – meeting deadlines, motivating and mentoring teams, exercising effective decision-making, and maintaining a commitment to high performance.
• Ensure that Service Level Agreements and client expectations are met. Engage with clients and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate solutions or issues.
• Facilitate collaboration between geographically separated teams. Provide continuous process improvement through incident management and problem management. Serve as a liaison between technology infrastructure, business stakeholders, and end users.
• Identify opportunities for organic and new growth in contract scope and value.
• Develop metrics deliverables and provide analysis for leadership consideration that will drive maintenance and sustainment actions.
• Apply critical thinking skills in a challenging and fast-paced environment to resolve customer priorities.

Qualifications:
Required:

• Active TS/SCI security clearance.
• Bachelor’s degree or equivalent experience in lieu of degree.
• Minimum 3 years of related work experience
• Minimum 2 years of operational AF DCGS experience

Desired:

• A minimum of four years of operational AF DCGS experience.
• Enterprise Level Helpdesk and Customer Service Experience.
• A familiarity with IT Service Management (ITSM) and/or DESMF.
• Experience with simultaneously managing multiple projects and teams.
• ITIL v4 certification.
• Experience with Remedy, Solutions Business Manager, Jira, or ServiceNow.
• Prior experience as an ITSM Service Level Manager.
• Ability to engage stakeholders through collaborative tools and services.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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:

$61,600-$129,300