Responsibilities:

• Provide strategic leadership and operational management for all Service Center functions, including Service Desk, Desktop Support, and Tier 0-II support teams

• Ensure 24/7/365 availability of service center operations with consistent, high-quality support delivery to geographically dispersed users

• Oversee incident management, service request fulfillment, and ticket escalation processes to ensure timely resolution and optimal resource utilization

• Develop, implement, and enforce service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)

• Monitor and analyze service metrics, trends, and performance data to identify improvement opportunities and drive operational excellence

• Lead the creation, maintenance, and governance of knowledge base articles, SOPs, and desktop procedures to enable consistent service delivery

• Manage Service Center communications, notifications, and stakeholder reporting to ensure transparency and alignment with customer expectations

• Drive continuous service improvement initiatives to enhance first-call resolution rates, reduce mean time to resolution (MTTR), and improve customer satisfaction scores

• Oversee workforce management, including scheduling, capacity planning, and resource allocation to meet service demands

• Recruit, train, mentor, and develop Service Center staff, fostering a culture of accountability, customer service excellence, and professional growth

• Implement and optimize ITIL-aligned processes for incident, problem, change, and knowledge management

• Collaborate with IT operations, engineering, security, and application teams to ensure effective escalation and cross-functional coordination

• Lead the modernization and maturation of Tier 0 self-service capabilities, automation, and virtual agent technologies

• Ensure compliance with security protocols, government regulations, and contractual requirements

• Prepare and deliver regular performance reports, briefings, and recommendations to government leadership and program management

Qualifications:

Required –

• ITIL Foundation Level Certification Version 5 or higher

• Minimum of seven years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity

• Demonstrated experience implementing and managing Service Center communications and reporting, with strategic and operational planning capabilities

• Proven track record leading Tier 0, Tier I, and Tier II support teams in high-volume, enterprise environments

Active Secret clearance

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: