Technical Operations Center Lead

Technical Operations Center Lead

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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CACI 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.

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

• BA + 10 years’ applicable experience, AA + 12 years’ applicable experience, MA + 7 years applicable experience or 16 years’ experience

• 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

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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 opp