You haven't searched anything yet.
Job Profile:
Program/Project Operations M2JR Type:
FundedJob Category:
Project and Program ManagementMinimum Clearance Required to Start:
NonePercentage of Travel Required:
Up to 10%Type of Travel:
LocalProgram/Opportunity Name:
Program | DHS DeskTopReferral Bonus Plan:
$1,000* * *Job Description:
CACI is seeking an IT Operations Manager (Tier 1 / Tier 2) to join our team in Arlington, VA. The IT Operations Manager to oversee an O&M team comprised of over 15 service agents, O&M engineers, incident response specialist and O&M support staff (incident response, knowledge management) with expected growth up to 50 FTE.
This position is responsible in the delivery of a broad portfolio of performance-based IT services to DHS CISA ensuring that new services incorporated in the TOC received a standardized onboarding approach for Tier 1 & 2 service support. Candidates will be responsible for meeting contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, and interfacing / building relationships with CISA senior leadership.
This position is Fulltime Onsite in our Arlington, Virginia office.
More 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
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
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
Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues
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
5 years of experience managing team of 35FTE or more IT personnel
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:
Familiarity with using 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:
$85,800 - $180,200Full Time
IT Outsourcing & Consulting
$108k-134k (estimate)
12/13/2023
06/04/2024
caci.com
ARLINGTON, VA
15,000 - 50,000
1962
Private
JOHN S MENGUCCI
$5B - $10B
IT Outsourcing & Consulting
The job skills required for IT Operations Manager (Tier 1 / Tier 2) include Customer Service, Communication Skills, Customer Satisfaction, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Operations Manager (Tier 1 / Tier 2). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Operations Manager (Tier 1 / Tier 2). Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for IT Operations Manager (Tier 1 / Tier 2) positions, which can be used as a reference in future career path planning. As an IT Operations Manager (Tier 1 / Tier 2), it can be promoted into senior positions as a Senior Operations Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Operations Manager (Tier 1 / Tier 2). You can explore the career advancement for an IT Operations Manager (Tier 1 / Tier 2) below and select your interested title to get hiring information.
If you are interested in becoming an IT Operations Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become an IT Operations Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on IT Operations Manager job description and responsibilities
Operations managers oversee the organizational activities of businesses, government agencies, non-profit groups, and other organizations.
04/04/2022: Fort Myers, FL
They oversee numerous departments at once.
03/08/2022: Orlando, FL
Operations managers usually have to oversee almost every department of a business.
03/23/2022: Norfolk, VA
They are directly responsible for the production of goods or provision of services.
03/06/2022: Santa Fe, NM
Operations managers monitor every process and procedure, which might sound a little overbearing.
02/02/2022: Johnstown, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on IT Operations Manager jobs
Be a realistic, but effective, communicator.
02/07/2022: Bradenton, FL
Communicate effectively with workers.
03/28/2022: Fort Worth, TX
Measure and communicate the right metrics.
03/11/2022: Lake Charles, LA
Proven work experience as Operations Manager or similar role.
01/20/2022: New Haven, CT
A successful operations manager needs to have a variety of skills.
02/19/2022: Baton Rouge, LA
Step 3: View the best colleges and universities for IT Operations Manager.