24/7 IT Service Center Manager

CACI; Arlington (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

CACI is seeking a dynamic Service Center Manager to lead IT service operations for a government program in Arlington, VA. You will direct Service Desk and Desktop Support, manage incident response, and oversee ticket workflows while maintaining strong customer satisfaction.

You will drive service maturity, implement best practices, and ensure 24/7 support for a geographically distributed user base, balancing operational excellence with continuous improvement.

Qualifications

• Experience leading service center and IT support teams.
• Ability to manage 24/7/365 operations with distributed users.
• Proven track record in improving service metrics and customer satisfaction.
• Strong leadership and strategic thinking to drive service maturity.

Responsibilities

• Provide strategic leadership and operational management for Service Center functions including Service Desk and Desktop Support.
• Ensure 24/7/365 availability and high-quality support for geographically dispersed users.
• Oversee incident management, service request fulfillment, and ticket escalation processes.
• Develop, implement, and enforce SLAs, OLAs, and KPIs.
• Monitor service metrics and drive continuous improvement.
• Lead the Service Center with a customer-centric focus.

Skills

Leadership

IT Service Management

Service Desk

Incident Management

SLA/OLA/KPIs

24/7 Operations

Data-driven Improvement

Job description

CACI is seeking a dynamic Service Center Manager to lead IT service operations for a government program in Arlington, VA. You will direct Service Desk and Desktop Support, manage incident response, and oversee ticket workflows while maintaining strong customer satisfaction.

You will drive service maturity, implement best practices, and ensure 24/7 support for a geographically distributed user base, balancing operational excellence with continuous improvement.