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Headquarters Operations Manager

Req #: 122641
Location: Arlington, VA US
Job Category: Project and Program Management
Security Clearance: Top Secret
Clearance Status: Must be Obtainable

Job Description

CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through IMPACT including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services.

CACI will support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.


POSITION SUMMARY: Organizes, directs, and manages contract operation support functions, involving multiple, complex and inter-related project tasks. Manages teams of contract support personnel at multiple locations. Maintains and manages the client interface at the senior levels of the client organization. Meets with customer and contractor personnel to formulate and review task plans and deliverable items. Ensures conformance with program task schedules and costs. Establishes and maintains technical and financial reports to show progress of projects to management and customers, organizes and delegates responsibilities to subordinates and oversees the successful completion of all assigned tasks.

 
Duties and Responsibilities:
 
The Headquarters Operations Manager will oversee a team of 20 Tier II and Tier III desktop, VTC and VoIP engineers, who provide 7AM -“ 7PM on-site IT break/fix and service request fulfillment support to 5,000 end users. Supporting five (5) facilities located in the National Capitol Region, this candidate will provide day to day management, implementing policies and procedures regarding how incidents and requests are resolved through both remote and desk-side support. The Headquarters Operations Manager will be responsible for meeting all relevant end user service level agreements; monitoring KPIs daily to ensure customer satisfaction and IT support performance.
 
- Ensure IT compliance in meeting security and other DHS regulatory standards and practices
- Communicate and engage with the customer daily
- Maintain the highest level of customer service with proactive management and implementation of continuous improvement initiatives
- Design, implement and maintain walk-up service desk support center
- Promote a professional environment and provide a point of escalation of staff, customers and internal teams with the area of accountability
- Oversee and manage VIP support for TSA's approximately 60 elite users
- Identify workforce issues, designing and implementing corrective actions
- Manage, train and develop IT specialist ensuring high level of motivation and engagement.
- Develop and maintain staffing schedules to ensure coverage across all facilities
- Conduct regular performance and 1-2-1 review meetings and address performance issues.
- Provide data and reports of KPI's and trends to End User Service Director in daily reporting formats.
- Design, implement and maintain service desk capabilities with available staff to support remote service desk operation 

 
Required Qualifications:
 
Must have an Associates Degree and/or 5-15 YRS of experience (typically requires bachelor's degree or equivalent, and 10 to 12 years of related experience)
 
- Minimum of 6 years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
- Ability to manage and lead a team by example
- Excellent written and oral communication skills
- Effective and efficient Time management of self and team duties
- Strong understanding of Service Desk systems and processes with experience using BMC Remedy
- Able to plan and prioritize team workload to ensure objectives are achieved on time.

Top Secret clearance must be obtainable.
 
Company Description:

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide.
  
CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.


TSAHP

Job Location

US-Arlington-VA-VIRGINIA SUBURBAN


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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