24/7 IT Service Center Lead

CACI International Inc; Arlington (VA); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations, including Service Desk, Desktop Support, incident response, and knowledge base development. This senior role requires managing 24/7/365 support for a geographically distributed user base and delivering exceptional customer experiences.

You will implement ITIL-aligned processes, SLAs, and KPIs, recruit and mentor staff, and partner with IT operations, security, and

Qualifications

• 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.

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.

Skills

Leadership

IT service management

Customer service

Education

ITIL Foundation Level Certification Version 5 or higher

Tools

Incident management tools

Job description

CACI International Inc is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations, including Service Desk, Desktop Support, incident response, and knowledge base development. This senior role requires managing 24/7/365 support for a geographically distributed user base and delivering exceptional customer experiences.

You will implement ITIL-aligned processes, SLAs, and KPIs, recruit and mentor staff, and partner with IT operations, security, and