Deputy End User Ops Lead for IT Continuity

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

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