Deputy End User Operations Manager

CACI International; National Harbor (MD); On-site; USD 94,000 - 198,000; Full time

Job summary

CACI International in National Harbor, MD is seeking a Deputy End User Operations Manager to oversee EUS teams and the ITCMS group, ensuring seamless IT services delivery to DHS sites in the NCR. The role requires leadership, incident response expertise, and the ability to coordinate across service desks, escalation points, and cross-site teams.

Active DHS EOD is required; Top-Secret with SCI is desirable. This full-time on-site position offers the chance to influence operations and continuity

Qualifications

• Active DHS Entrance on Duty (EOD) required.
• Top-Secret w/SCI clearance is preferred.
• Bachelor’s degree and 8 years of relevant experience or equivalency.
• ITILv4 Foundations with strong ITIL practices.
• Proficiency with SNOW.
• Experience with crisis or incident response and post-mortem reporting.
• Excellent written and verbal communication, including executive-level briefing.
• Proven ability to lead, coach, and develop technical teams.
• Willingness to travel locally within National Capital Region.
• Physically capable of lifting 50 lbs and able to work in confined spaces.

Responsibilities

• Oversee all End-User Support (EUS) teams and the NEO team.
• Ensure staffing coverage and cross-campus support as needed.
• Monitor DHS SLA metrics, identify trends, and implement improvements.
• Coordinate SNOW-based ticket analysis with the DSS ITSM SME.
• Act as senior escalation point and authorize resources for incidents.
• Ensure incident response processes during outages and security events.
• Lead daily operations stand-up with multiple DSS teams.
• Coordinate with ITSM and DHS stakeholders during rollouts and changes.
• Conduct post-mortems and drive improvement plans.
• Collaborate with Mt. Weather ITCMS for continuity across sites.
• Provide situational updates and executive-level metrics to DHS leadership.
• Identify workflow optimizations and opportunities for automation.

Skills

ITIL foundations

Incident response

Executive briefing

Team leadership

Windows troubleshooting

Problem management

Travel within NCR

Education

Bachelor’s degree and 8 years of relevant experience or equivalency

Tools

SNOW

Job description

Job Title: Deputy End User Operations 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

The Opportunity:

Deputy End User Operations Manager CACI is seeking a Deputy End User Operations Manager to join our team supporting Department of Homeland Security. This person will work at the CACI National Harbor facility and go on-site to meet customers while overseeing EUS teams deployed around the NCR and the IT Continuity Management Services (ITCMS) team located at Mt. Weather.

Responsibilities:

As the Deputy End User Operations Manager your key responsibilities include overseeing all End-User Support (EUS) teams, the New Employee Onboarding (NEO) team, and the ITCMS team. Additionally, this role steps in to act as the End User Operations Manager when that person is on leave or unavailable, including developing and delivering contract deliverables, handling customer escalations, and attending meetings to represent DSS. Primary focus is ensuring seamless delivery of IT services and LAN A support to TSA-Springfield, NAC, ICC-B, the St. Elizabeths campus, other DHS HQ and FPS sites within the NCR, and guaranteeing critical IT continuity during crisis, weather emergencies, transition, or other scenarios. Responsibilities include:

• Supervise and mentor all EUS teams and the NEO team


• Ensure sufficient coverage via staffing schedules, shift coverage, and coordinate cross-campus support as needed


• Monitor performance metrics against DHS SLAs, conduct regular reviews to identify trends or patterns, and implement corrective actions, innovations, and process improvements


• Monitor daily ticket volumes and trend analysis via SNOW in collaboration with the DSS ITSM SME


• Act as a senior escalation point and be ready to authorize resources for real-time reallocations and/or to take necessary actions to resolve incidents and requests


• Ensure incident response process is followed at all times but especially during major outages and security incidents


• Conduct daily operations stand-up that encompasses stakeholders across all DSS support teams (Service Desk, Tier II, Tier III, ITCMS, and Endpoint Services)


• Ensure continuous coordination between EUS and other ITSM teams, higher level DSS and DHS stakeholders as needed during planned rollouts, major network/system/application changes, and of course - major incidents


• Conduct post-mortem reviews and drive improvement plans


• Collaborate with the ITCMS team at Mt. Weather to ensure continuity across sites, necessary support of continuity plans is in place, etc.


• Act as a primary point of contact for DHS Senior Leadership and be prepared with situational updates and performance metrics


• Keen eye towards initiatives that optimize workflows and encourage the adoption of automation, integration with AI services, etc.


• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.


• Provides leadership and guidance of end-user equipment life cycle replacement support.


• Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies.


• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.


• Perform additional duties as assigned.

Qualifications:

Required:
Active a DHS Entrance on Duty (EOD)

• Ability to obtain a Top-Secret w/SCI clearance


• Bachelor’s degree and 8 years of relevant experience or equivalency


• ITILv4 Foundations w/strong command of ITIL best practices and framework.


• Proficiency with SNOW


• Experience with crisis or incident response and documented post-mortem reporting.


• Excellent written and verbal communication, including executive-level briefing skills


• Proven ability to lead, coach, and develop technical teams.


• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox


• Knowledgeable of Problem Management best practice and processes.


• Ability to travel locally within National Capitol. Ability to travel locally within National Capital Region.


• Physically capable of lifting and moving fifty (50lbs).


• Able to work in confined spaces.

Desired:

• Previous DHS or DoD experience.


• The following certifications is highly desired:


• Relevant hands-on Microsoft Windows administrator certification.


• COMPTIA A+, or Network+, or Security+


• Cisco Certified Network Associate (CCNA)

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 values the unique contributions that every employee brings to our company and our customers - every day. 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.

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.

The proposed salary range for this position is:

$94,400 - $198,200

CAIC is anEqualOpportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any otherprotectedcharacteristic.