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Service Delivery Coordination Lead

Req #: 203430
Location: Annapolis Junction, MD US
Job Category: Information Technology
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must Be Current

Job Description

CACI Enterprise IT Operations has an opportunity for a Service Delivery Coordination Lead to support a large and complex IT enterprise program.

What you’ll get to do:

As the SDC Lead and a Systems Administrator, you will be part of the program’s Operations Center team.  You will be responsible managing a team of SDC coordinators and for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems analysis techniques and procedures in support of our enterprise operations around the world.

More about your role:

  • Analyzes, troubleshoots and resolves issues with IT infrastructure including user systems, servers, storage and network connectivity.
  • Manage the ticketing system for issues with proprietary databases, software, and systems.
  • Independently verify and categorize a variety of requests and determine the best course of action for resolution based on technical knowledge of mission critical systems.
  • Ensure team is working on resolution of all service tickets requiring approval to be expedited; also ensures all VIP tickets are accelerated.
  • Prioritize and assign daily work/tasks to your team based on quality of service, remaining SLA times, priority tasking, and first-in/first-out.
  • Maintain and provide updates to configuration documentation for assigned infrastructure.
  • Manage day to day functions of the SDC team to ensure the efficient handling of changes, tickets, and resolution of systems issues with minimal disruption to the business.
  • Manage your team in the execution of multiple activities simultaneously, ensuring requests are complete, adequately routed, and maintain the required documentation to meet Service Level Agreements.
  • Control, track, and report changes to configuration items.
  • Represent the program’s technical interests with partners, suppliers, industry associations, and government entities to ensure the flow of technical information and best practices.
  • Part of a 24x7 coverage team.

You’ll bring these qualifications:

  • Bachelor’s Degree in Computer Science, IT Systems, or a related discipline and 5 years + of experience related in the IT field or equivalent work/education experience and knowledge of change & release management.
  • Experience with ticketing tools like Jira, Remedy, SM9, and ServiceNow.
  • Experience with Windows systems and MS Office.
  • Industry knowledge and experience, including current industry trends and challenges.
  • Experience with IT ticketing systems analysis.
  • Strong interpersonal and communication skills and a team player mindset.

These qualifications would be nice to have:

  • Experience with ServiceNow
  • Security Certifications (Security+, Network+, CEH, CISSP, or equivalent)
  • Solid Analytical Skills
  • Experience working with IT customers within the Department of Defense.

What we can offer you:

  • We’ve been named a Best Place to Work by the Washington Post.
  • We offer competitive benefits and learning and development opportunities.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location

US-Annapolis Junction-MD-BALTIMORE


 

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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