Job Title: Service Center Manager
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required:
Type of Travel:
* * *
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
This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
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:
$84,900 - $178,400
