CACI is seeking a Deputy Operations (Tier 1 / Tier 2) Manager (Deputy TOC Lead) to oversee an O&M team comprised of over 25 service agents, incident response specialist and O&M support staff (incident response, knowledge management) with expected growth up to 50 FTE. This position is contributes to overseeing the delivery of a broad portfolio of performance-based IT services to DHS CISA ensuring that new services incorporated in the TOC receive a standardized onboarding approach for Tier 1 & 2 service support.

Candidates will drive performance to meet contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, and interfacing / building relationships with CISA TOC federal leadership.

This position is required fulltime onsite in Arlington, Virginia.

About the Role:

• Support and engage with the DHS HQ customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests

• Ensure the training, shadowing and successful onboarding of new employees

• Assist TOC Lead to track and monitor the performance of all end-user SLAs and KPIs daily for each technician within their region, identifying trends and implementing corrective action when SLAs are at risk

• Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format.

• Assist TOC Lead to manage team schedule, balancing employee absences/vacations and DSS SLAs/KPIs

• Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.

• Manage team responsible for monitoring of and reporting on key IT systems and sending notifications and escalations to appropriate stakeholders.

• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information

• Work with the TOC Lead and customer to provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues

• Assist the TOC Lead to set clear team goals and provide corrective action plans where individual performance is not being met

• Create an inspiring team environment with an open communication culture

• Collaborate with other DSS CACI organizational entities and external vendors to solve issues on the customers behalf.

Required Qualifications:

• Ability to obtain/maintain DHS EOD Suitability Clearance

• BA/BS or equivalent and eight years in a related field with supervisory or managerial
  experience

• Previous experience using ITSM tools for ticket and SLA tracking and reporting

• Collaborative management approach to drive project / task success across multiple stakeholder organization

• Positive attitude and strong communications skills

• Prior experience working on customer site

Preferred Qualifications:

• Advanced working knowledge of ServiceNow

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

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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. Learn morehere

The proposed salary range for this position is: