End-User Operations Lead for IT Continuity & DHS Support

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

Job summary

CACI International Inc. seeks a Deputy End User Operations Manager at our National Harbor facility. You will oversee End-User Support teams, the New Employee Onboarding team, and the IT Continuity Management Services unit, ensuring seamless delivery of IT services across DHS sites in the NCR and Mt.

Weather continuity operations. You will act as escalation point, drive improvements, and coordinate with cross-functional teams to maintain service quality, incident response, and crisis continuity.

Qualifications

• Active DHS Entrance on Duty (EOD) clearance or ability to obtain one.
• Ability to obtain a Top-Secret with SCI clearance.
• 8 years of relevant experience or equivalent.
• ITIL v4 Foundations with strong ITIL practices.

Responsibilities

• Oversee all End-User Support (EUS) teams and the NEO team.
• Ensure staffing coverage, shift planning and cross-campus support.
• Monitor DHS SLAs and drive improvements, trends and actions.
• Coordinate incident response and post-mortem reporting.
• Lead daily operations stand-up with DSS and DHS stakeholders.
• Collaborate with ITSM teams to coordinate major changes and outages.

Skills

Leadership

Communication

Project management

Team coaching

Crisis/incident response

Troubleshooting

Executive briefing

Windows 11 troubleshooting

Education

Bachelor's degree

Tools

ServiceNow (SNOW)

Microsoft Office

Job description

CACI International Inc. seeks a Deputy End User Operations Manager at our National Harbor facility. You will oversee End-User Support teams, the New Employee Onboarding team, and the IT Continuity Management Services unit, ensuring seamless delivery of IT services across DHS sites in the NCR and Mt.

Weather continuity operations. You will act as escalation point, drive improvements, and coordinate with cross-functional teams to maintain service quality, incident response, and crisis continuity.