The Service Center IT Support Shift Lead (BIT) serves as the secondary operational leader for the ISC, providing oversight, coordination, and personnel management support for day-to-day service desk operations. Acting as the direct deputy to the Service Operations Manager, this role is responsible for ensuring operational continuity, workforce accountability, service quality, and effective execution of ISC support functions across all shifts.

The Service Center IT Support Shift Lead provides leadership and direction to ISC personnel while maintaining situational awareness of operational workloads, staffing, queue health, and customer-impacting issues. This role is responsible for supporting employee performance management activities, coordinating operational priorities, improving service delivery processes, and ensuring alignment between frontline operations and program leadership objectives.

Success in this role is defined by the ability to drive operational efficiency, maintain SLA compliance, support workforce development, and ensure consistent delivery of high-quality customer support in a dynamic mission environment. The Deputy Operations Lead serves as a key liaison between frontline account management staff, technical teams, site leadership, and ISC program management to ensure effective communication, accountability, and operational readiness.

Responsibilities:

Operations & Queue Management

• Oversee day-to-day ISC operations, ensuring all HelpNow queues are actively managed, and tickets are assigned, progressed, and resolved in accordance with SLA requirements
• Monitor operational workload, staffing levels, and queue health, adjusting assignments and coverage as needed to maintain service continuity and operational efficiency
• Serve as an escalation point for complex, high-priority, or customer-impacting incidents before engagement with Tier 2 or specialized technical teams
• Identify operational bottlenecks, recurring issues, and service trends, coordinating with leadership to implement process improvements and enhance service delivery
• Support cross-functional coordination between ISC, MIT, IO, and other program teams to ensure effective communication and issue resolution

Service Desk & Customer Support

• Support frontline account management service desk operations across phone, email, chat, and walk-up channels, ensuring timely and professional customer support
• Perform or oversee incident triage, troubleshooting, escalation, and resolution activities across mission and enterprise infrastructure platforms
• Ensure accurate ticket documentation, operational tracking, and adherence to established customer service and SLA standards
• Maintain situational awareness of operational issues and communicate priority concerns, outages, or service impacts to leadership and stakeholders as appropriate

Personnel Leadership & Workforce Management

• Provide day-to-day leadership, guidance, and oversight for ISC personnel across all operational shifts
• Support personnel management activities including performance evaluations, merit recommendations, attendance oversight, corrective actions, and employee development initiatives in coordination with leadership
• Lead onboarding, training, coaching, and cross-training efforts to strengthen workforce capability and operational readiness
• Assist with workforce planning, scheduling, staffing coordination, and employee engagement efforts to ensure adequate operational coverage and team effectiveness
• Foster a professional, collaborative, and customer-focused team environment centered on accountability and continuous improvement

• Personnel Leadership & Workforce Management

• Provide day-to-day leadership, guidance, and oversight for ISC personnel across all operational shifts

• Support personnel management activities including performance evaluations, merit recommendations, attendance oversight, corrective actions, and employee development initiatives in coordination with leadership

• Lead onboarding, training, coaching, and cross-training efforts to strengthen workforce capability and operational readiness

• Assist with workforce planning, scheduling, staffing coordination, and employee engagement efforts to ensure adequate operational coverage and team effectiveness

• Foster a professional, collaborative, and customer-focused team environment centered on accountability and continuous improvement Reporting & Program Support

• Contribute operational updates, queue status, and service metrics to program leadership and daily operational standups

• Support SLA reporting, trend analysis, and operational performance tracking by providing accurate shift-level reporting and identifying risks or anomalies

• Participate in policy, procedure, and knowledge base development efforts to improve operational consistency and service effectiveness

Required Qualifications:

• Active TS/SCI with Polygraph (mandatory)

• Current DoD 8570 IAT Level II Certification (e.g., Security+)

• Demonstrated experience supporting enterprise or mission-focused service desk operations in a lead or supervisory capacity

• Proven experience leading teams, managing operational priorities, and coordinating personnel in a fast-paced support environment

• Experience with Microsoft Active Directory administration including user accounts, access permissions, and group policy management

• Proficient with HelpNow or equivalent ITSM/CRM ticketing platforms for incident management, queue oversight, and reporting

• Understanding of networking fundamentals including DNS, DHCP, and TCP/IP

• Strong written and verbal communication skills with the ability to interface effectively across technical teams and multiple levels of leadership

• Ability to manage competing operational priorities, staffing requirements, and customer-impacting issues under pressure

• Strong customer service orientation with experience supporting users in a 24x7 operational environment

Desired Qualifications:

• Experience administering or supporting UNIX, Linux, and Windows environments

• Experience supporting operational reporting, workforce management, or service delivery improvement initiatives

• Experience developing process documentation, knowledge base content, or operational procedures

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: