Deputy Service Center Manager

CACI; Reston (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

CACI is seeking a Senior-level Deputy Service Center Manager to lead the GMOS contract for the Department of State. You will guide a high-performing IT team to deliver 24/7/365 service across 350+ facilities and 40,000+ users, ensuring continuous operations and effective incident management.

The role emphasizes service desk, desktop support, RCA, and SLA governance in a national-security context, with cross-location coordination and executive visibility.

Qualifications

• Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, Management, or a related discipline.
• 8+ years of experience in enterprise IT service delivery, Service Desk, Service Center, Desktop Support, or IT operations.
• Active Secret security clearance.
• Experience managing large-scale enterprise Service Desk/Service Center operations.
• Experience supporting 24/7/365 IT operations and service continuity across locations/time zones.
• Experience coordinating Tier 0–Tier II support, including ticket triage, escalation, and resolution.
• Experience with end-to-end incident/service request lifecycle, including TTO and incident management.

Responsibilities

• Oversee Service Center management including Service Desk, Desktop Support, incident management, and knowledge management for 40,000+ users across 350+ facilities.
• Support Tier 0–II operations using modern incident tools to track, prioritize, and resolve incidents and service requests.
• Coordinate Total Ticket Ownership, root cause analysis, and problem management investigations.
• Develop and maintain a comprehensive notification plan for outages, releases, and deployments.
• Administer ACD telemetry systems to manage high call volumes with real-time logging and reporting.
• Prepare Daily Operations Reports and conduct Daily Status Reviews with updates on incidents and changes.
• Provide IT support for desktops, laptops, EMDs, tablets, and peripherals per DOS policies.
• Optimize ticket management configurations and self-service capabilities to improve service levels.
• Support financial management, staffing, and project objectives on major assignments.

Skills

Senior IT ops leadership

24/7/365 operations experience

Incident and problem management

Cross-location service delivery

Ticket ownership / RCA

Executive-level visibility

Change and release coordination

Communication planning

Education

Bachelor's degree in IT/CS/IS/Business

Tools

ACD telemetry system

Job description

Job Title: Deputy Service Center Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity

CACI is seeking a Senior-level Deputy Service Center Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State.

This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence.

The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Responsibilities

• Assists in overseeing total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and knowledge management to ensure 24/7/365 operational continuity for 40,000+ users across 350+ worldwide facilities
• Supports Tier 0, Tier I, and Tier II support operations through the Consular Affairs Service Desk (CASD) utilizing modernized incident management tools to track, prioritize, elevate, and resolve incidents, problems, and service requests via multiple channels (email, phone, chat, walk-in, automated reporting)
• Coordinates Total Ticket Ownership (TTO) including root cause analysis, problem management investigations, change management coordination, and trend analysis to proactively address recurring system events and outages
• Supports Service Center communications, reporting, and notification procedures including development of a comprehensive Notification Plan covering scheduled/unscheduled outages, release management, and deployments across service portal, banners, ACD, and email
• Assists in administering Automatic Call Distribution (ACD) telemetry system with callback/line queuing services, real-time logging, monitoring, accounting, and reporting to manage high call volumes efficiently
• Assists in preparing Daily Operations Reports and conducting Daily Status Reviews (DSRs) providing operational status updates on incidents, problems, change requests, and planned/unplanned outages
• Supports Desktop Support operations for desktops, laptops, Enterprise Mobile Devices (EMD), tablets, and peripherals for all DT/EA/CST users in accordance with DOS policies
• Assists in optimizing customer support processes to achieve service levels by enhancing Ticket Management System configurations, self-help/self-service capabilities, incident categorization classifications, and Priority Escalation/Criticality matrix
• Provides technical and management support on major assignments, assists in establishing goals and plans that meet project objectives, and supports activities with shared responsibility for financial management, methods, and staffing

Qualifications

• Required - Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, Management, or a related discipline
• 8+ years of relevant experience supporting enterprise IT service delivery, Service Desk, Service Center, Desktop Support, or IT operations environments. Additional relevant experience, education, or technical training may be considered in lieu of degree requirements.
• Active Secret security clearance
• Demonstrated experience supporting or managing large-scale enterprise Service Desk, Service Center, Desktop Support, or End User Support operations, preferably within geographically dispersed and mission-critical environments.
• Experience supporting 24/7/365 IT operations and maintaining service continuity for large, diverse user populations across multiple locations and time zones.
• Experience overseeing or coordinating Tier 0, Tier I, and Tier II technical support operations, including ticket intake, triage, prioritization, escalation, troubleshooting, resolution, and closure.
• Experience managing the end-to-end lifecycle of incidents and service requests, including Total Ticket Ownership (TTO), escalation management, service restoration, customer communication, and resolution tracking.
• Demonstrated experience coordinating Major Incident Management, including response to high-priority or critical incidents, outages, service disruptions, and other events requiring rapid cross-functional coordination and executive-level visibility.
• Experience conducting or coordinating root cause analysis (RCA), Problem Management investigations, trend analysis, and corrective action activities to identify and reduce recurring incidents and service disruptions.
• Experience developing, monitoring, and reporting against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational performance metrics, and customer s