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
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.