Deputy IT Ops Leader | 24/7 Service Desk & VIP Support

CACI International Inc; National Harbor (MD); Vor Ort; USD 85.000 - 178.000; Vollzeit

Zusammenfassung

CA CI International Inc. seeks a Deputy Operations Manager to lead IT operations for a DHS IT services contract, overseeing Service Desk Tier I and ITFO Tier II across CONUS/OCONUS.

The role aligns teams to meet performance targets, staffing needs, and client satisfaction while coordinating with DHS task leads. You will assist in daily management, staffing, scheduling, and metrics monitoring, including VIP support, COOP readiness, and continuous improvement across a large footprint.

Qualifikationen

• Experience leading service desk/IT operations in high tempo environments.
• Must be able to meet operational SLAs/SLOs including incident resolution and customer satisfaction.
• Ability to obtain DHS/EOD and DoD TS clearance.

Aufgaben

• Oversee daily IT operations for Service Desk Tier I and ITFO Tier II (CONUS/OCONUS).
• Support achievement of SLOs and implement corrective actions when needed.
• Ensure VIP and special operations support with rapid response and VIP SOP adherence.
• Coordinate staffing and scheduling across Service Desk and ITFO for critical sites and surge.
• Monitor metrics and dashboards; mitigate service delivery risks.
• Log, route, monitor, and update tickets in ServiceNow; document communications.
• Assist COOP planning and ensure continuity during outages or emergencies.
• Provide coaching to team leads and promote ICE processes and training.

Kenntnisse

Service Desk Leadership

ITIL knowledge

Staffing & Scheduling

Customer Service

VIP Coordination

Ausbildung

Bachelor's degree in IT or related field

Tools

ServiceNow

Jobbeschreibung

CA CI International Inc. seeks a Deputy Operations Manager to lead IT operations for a DHS IT services contract, overseeing Service Desk Tier I and ITFO Tier II across CONUS/OCONUS.

The role aligns teams to meet performance targets, staffing needs, and client satisfaction while coordinating with DHS task leads. You will assist in daily management, staffing, scheduling, and metrics monitoring, including VIP support, COOP readiness, and continuous improvement across a large footprint.