Senior Program Manager (IT Operations)

Senior Program Manager (IT Operations)

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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CACI is seeking highly skilled and experienced Senior IT Operations Manager to oversee a hybrid operational team covering day to day Tier 2 and Tier 3 support services to include 60+ administrators and engineers, incident response specialists and support staff  with expected growth up to 85 FTE.

This position is responsible for the delivery of a broad portfolio of performance-based IT services (TOC, EUS, ITSM, Asset, VTC) to DHS CISA ensuring that new services incorporated receive a standardized onboarding approach for Tier 0 and 1 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 support includes network operations, M365 services, Azure platform and associated IaaS services, endpoint services and identify services.  

This position is required onsite in Arlington, Virginia 3 Days a week.

About the Role:

• Create and maintain service delivery process and procedures, recommending customer service and IT process support enhancements, ensuring all services utilize ServiceNow

• 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

• Track and monitor the performance of all end-user SLAs and KPIs, 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

• Manage team responsible for monitoring of and reporting on key IT systems and sending notifications and escalations to appropriate stakeholders.

• Provide leadership and vision to maturing and innovating operational policies, tool adoption, and SLAs.

• 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

• 10+ years of previous experience managing team of 50FTE or more IT personnel

• Experience managing Azure cloud O&M services

• Experience with ServiceNow ITSM and ITOM

• Previous experience using ServiceNow 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

• Prior experience engaging and briefing C level executives

Preferred Qualifications:

• ITIL v4 Foundations

• Azure or M365 certifications

• ServiceNow certifications

• HDI certifications

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.
 

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What You Can Expect:

 

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