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    IT Operations Manager - Arlington, United States - CACI International

    CACI International
    CACI International Arlington, United States

    1 week ago

    Default job background
    Description
    IT Operations Manager (Tier 1 / Tier 2)

    Job Category:
    Project and Program Management

    Time Type:
    Full timeMinimum Clearance Required to Start: None

    Employee Type:
    RegularPercentage of

    Travel Required:

    Up to 10%Type of Travel: Local* * *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.


    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 requestsEnsure the training, shadowing and successful onboarding of new employeesTrack 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 riskPerform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail formatManage team schedule, balancing employee absences/vacations and DSS SLAs/KPIsReviews 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 informationProvide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issuesSet clear team goals and provide corrective action plans where individual performance is not being metCreate an inspiring team environment with an open communication cultureCollaborate 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 Clearance5+ years of experience managing team of 35FTE or more IT personnelExperience using ITSM tools for ticket and SLA tracking and reportingCollaborative management approach to drive project / task success across multiple stakeholder organizationPositive attitude and strong communications skillsPrior 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 hereThe proposed salary range for this position is:
    $85,800 - $180,200
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