Deputy IT Operations Manager — Service Desk Leader (Hybrid)

CACI International Inc

Maryland

Hybrid

USD 85,000 - 178,000

Full time

6 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

CACI International Inc invites applications for Deputy Operations Manager to lead and integrate IT service delivery across Service Desk Tier I and ITFO Tier II, ensuring operational excellence and alignment with DHS/DoD standards. You will coordinate staffing, monitor performance metrics, and drive continuous improvement to meet VIP and mission-critical needs.

Ideal candidates will have a Bachelor's degree with 10+ years in service desk/field operations, strong ITIL principles, and experience

Qualifications

Bachelor's degree and 10+ years of relevant experience required.
Experience leading service desk and/or IT field operations in a 24/7/365 or high tempo environment.
ITIL foundation or similar ITSM certification; familiarity with ServiceNow.

Responsibilities

Oversee daily IT operations across Service Desk Tier I and ITFO Tier II (CONUS/OCONUS).
Support achievement of Service Desk SLAs/SLOs and implement corrective actions when at risk.
Coordinate staffing and scheduling to maintain full coverage at Mission Critical/Essential sites and during surges.
Monitor operational metrics and dashboards; identify and mitigate service delivery risks.
Assist with VIP and special operations support; coordinate rapid responses and maintain high-touch service.
Coordinate with ITFO leadership to provide remote and on-site support within required timeframes.
Contribute to COOP planning and training; ensure documentation and drills are up-to-date.
Support PMRs, status reports, and data calls with metrics, trends, and risk summaries.
Ensure security/compliance requirements are met; support DHS/DoD safeguarding processes.