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Service Support Manager

Req #: 205058
Location: Chantilly, VA US
Job Category: Information Technology
Security Clearance: Secret
Clearance Status: Must be Obtainable

Job Description

Job Description

What You’ll Get to Do:

CACI is searching for a Service Support Manager to join our team.  Under the CDM Defend A contract, CACI provides Tier II and Tier III Service desk support for the CDM Stack.  In this role, you'll be the overall manager for CACI’s Service Desk.  Although we aren't responsible for Tier I Service Desk support,  the Tier I provider will be escalating tickets to us for resolution. 

Tier II will be manned by dedicated Help Desk Technicians using a Knowledge Management System for ticket resolution, while Tier III support will come from the O&M Engineering Staff.  

You will coordinate support with the Operations Manager.  Specifically:

  • You will manage a team of 6 initially and up to 14 in the future to include several sub-contractors
  • Responsible Tier II and Tier III CDM Solution operation support services
  • Oversee implementation of ITIL v3 processes for CDM Service Operations, using standardized procedures for request fulfillment and incident response
  • Establish and maintain MOAs with vendor and tool service providers providing for uniform and standard incident escalation processes and procedures

More About the Role:

  • Prepare status reports at least weekly and monthly and complete other reporting requirements as required
  • Provide QA for team member’s work
  • Responsible for developing, coordinating and maintaining the relevant portions of the Service Operations Handbook and holding team members accountable for following published SOPs.
  • Track and report on team’s performance via formal performance metrics

You’ll Bring These Qualifications:

  • BA/BS and 5+ YRS Experience
  • Demonstrated experience managing IT Security Help or Service Desk Environments
  • Working knowledge of Service Now and/or Remedy Ticket Management Systems.
  • Demonstrated knowledge of ITIL processes and experience leading a Cyber Operations Team using those processes
  • Clear and proven communicator and leader.  Must be able to work well in an environment where they are facilitating a large group of government and other contractor personnel to achieve a common goal.
  • Detail oriented – must be able to recognize critical elements of successful operations and then hold themselves and their teams accountable for meeting those critical elements.
  • Flexibility – The environment is very dynamic.  Will be expected to keep up with the changing environment while ensuring a high level of operational effectiveness
  • Team Player – This role is part of a much larger team.  The engineering manager will be expected to grow and develop their subordinate team members’ moral and wellbeing as well as support the overall Operations Team and Team CACI’s mission.

These Qualifications Would be Nice to Have:

  • Relevant DHS or .Gov Cyber Security focused experience
  • ITIL V3 Foundations or better certification
  • PMP Certification
  • Security+ Certification or better
  • Able to obtain a DoD Clearance

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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


Job Location



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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