IT Operations & Maintenance (O&M) Manager
Job Category: Project and Program Management
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a highly skilled and experienced IT Operations Manager to oversee a hybrid operational team covering day to day Tier 2 and Tier 3 support services to include 40+ administrators and engineers and change control support staff.
This position is responsible for the delivery of a broad portfolio of performance-based IT services to DHS CISA ensuring that new services incorporated receive a standardized onboarding approach for Tier 2 & 3 service support.
Candidates will be responsible for meeting contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, interfacing and building relationships with CISA senior leadership.
This support includes change management, M365 services, Azure platform and associated IaaS services, endpoint services and identify services.
This position is required onsite in Arlington, VA.
About the Role:
Create and maintain service delivery process and procedures, recommending customer service and IT process support enhancements, ensuring all services utilize ServiceNow
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
Track and monitor the performance of all end-user SLAs and KPIs, 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
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
Experience with solutioning, engineering, deploying, and supporting complex Microsoft Azure environments.
Experience with ICAM solutions and tools (Sailpoint specifically, but other experience considered)
Experience implementing cloud-first architecture in a Windows-based unclassified, but sensitive, environment.
The ability to understand big picture and long-term planning for future readiness and sustainability.
5+ years of previous experience managing team of 25FTE or more IT personnel
Previous experience using ServiceNow 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:
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.
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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.
Your potential is limitless. So is ours.
Learn more about CACI here. (https://careers.caci.com/global/en/life-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. Learn more here (https://careers.caci.com/global/en/employee-benefits) .
The proposed salary range for this position is:
$85,800 - $180,200
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.
