CACI Enterprise IT Operations has an opportunity for a Lead Systems Administrator to support a large and complex IT enterprise program.
DUTIES and RESPONSIBILITIES:
As a Lead Systems Administrator some of your duties are as follows:
-Responsible for management, monitoring, oversite, and directing the staff at the service center operations facilities in Maryland and the Southwest USA.
-24/7 coverage and leadership within the service center operations facility.
-Responsible for the operation of global program services, the interface to program partners, and monitoring the delivery of all program services.
-Coordinate mission assurance facility actions and the service center operations actions; as directed by the program manager and mission assurance lead.
-Service request management, user interface, and ticket management.
-Prioritize new service tickets ensuring service tickets requiring approval, VIP tickets, and remote user tickets are expedited.
-Schedule and dispatch staff from the program regions to deliver new service and resolve tickets.
-Perform remote resolution of program service issues.
-Monitor remote ticket completion rates and work with the service and tools development team to continually evaluate options for integrating new methods, equipment, techniques, personnel, and training to enable increased remote support capability.
-Schedule and dispatch staff from the enterprise regions to restore service disruptions.
-Monitor open ticket status, determine cause of open status, and keep users apprised of ticket status.
EDUCATION & EXPERIENCE:
Typically requires Bachelor's degree in Computer Science, IT Information Security, or a related discipline and 10 to 12 years of experience.
- IT ticket management system experience; preferably with ServiceNow.
- Experience with large scale enterprise IT contracts.
Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.