Integrated Service Center (ISC) Incident Manager

CACI International Inc.; Sully Square (VA); On-site; USD 61,000 - 123,000; Full time

Job summary

CACI International Inc. is seeking a motivated Integrated Service Center (ISC) Incident Manager in Virginia. This critical role supports a 24x7 service desk, overseeing incident management while ensuring adherence to ITIL practices and maintaining high customer satisfaction. Candidates should possess TS/SCI clearance and relevant experience, eager to improve service delivery and operational excellence.

Benefits

Comprehensive healthcare

Retirement benefits

Flexible time off

Learning resources

Qualifications

• Experience with first contact resolution, triage, and escalation.
• Leadership experience including hiring, training, and performance evaluation.
• Ability to develop policies supporting customer-oriented services.

Responsibilities

• Manage Tier 1 daily operations.
• Ensure quality, weekly metrics, reporting, and adequate coverage for 24x7 operations.
• Review tickets reassigned from Tier 2 to identify training needs.

Skills

Leadership

Analytical skills

Communication

Problem-solving

Education

8570 Security+ certification

Job description

Integrated Service Center (ISC) Incident Manager

Location: Chantilly, Virginia, United States of America | TS/SCI with Polygraph | 313384

Job Category: Information Technology | Time Type: Full time | Minimum Clearance Required: TS/SCI with Polygraph | Employee Type: Regular | Percentage of Travel Required: None

The Opportunity:

CCA is seeking a highly motivated and detail-oriented Integrated Service Center (ISC) Incident Manager to join our team supporting a high-visibility government contract in the Virginia area. This role is critical to the success of a 24x7 service desk operation and is ideal for professionals who thrive in fast-paced, client-focused environments.

As the Tier 1 Incident Manager, you will serve as a key leader within the front-line support team, overseeing the end-to-end incident lifecycle. Your responsibilities include ensuring timely and accurate ticket handling, tracking, escalation, and resolution processes, all while maintaining strict adherence to ITIL-based best practices and SLAs. You will coordinate closely with Tier 2 service providers, VIP support teams, and Problem Management to identify trends and enhance service delivery.

You will also contribute to process improvement and training initiatives by reviewing reassigned or returned tickets, supporting root cause analysis, and maintaining updated documentation and knowledge bases. Strong communication, leadership, and analytical skills are essential for maintaining high customer satisfaction and operational excellence.

If you are passionate about service management, eager to lead and improve incident processes, and enjoy solving technical challenges, we invite you to bring your skills to CACI’s All Spark Project, where innovation and service excellence thrive.

Responsibilities:

• Manage Tier 1 daily operations
• Ensure quality, weekly metrics, reporting, and adequate coverage for 24x7 operations
• Foster a service-oriented culture to deliver a positive customer experience
• Leverage coaching, collaboration, and performance metrics to improve team performance
• Operate with various ITSM tools across decentralized locations
• Build a culture of service and continuous improvement
• Apply creative problem-solving to complex business and IT challenges
• Collaborate with NOC and Tier 2 teams to support business impacts
• Use ServiceNow for situational awareness on outages, restorations, and maintenance
• Review tickets reassigned from Tier 2 to identify training needs
• Manage VIP support queues for executive-level users
• Participate in governance and internal meetings
• Maintain and update incident management documentation and training materials
• Support Problem Management with incident data and trend analysis

Qualifications:

Required:

• TS/SCI clearance with polygraph
• Current 8570 Security+ certification
• Experience with first contact resolution, triage, and escalation
• Leadership experience including hiring, training, and performance evaluation
• Ability to develop policies supporting customer-oriented services

What You Can Expect:

A culture of integrity. We prioritize character and innovation, supporting our mission to ensure national safety.

An environment of trust. We value diverse contributions and offer flexible time off and learning resources.

Continuous growth opportunities. Join us to support critical missions, advance your career, and build a lasting legacy.

Compensation:

Salary range: $61,100 - $122,200, influenced by location, experience, skills, and certifications. We offer comprehensive benefits including healthcare, wellness, retirement, education, and time off benefits.

Note: This job posting is active. If you see this message, the position is still open.

Join our Talent Community to stay informed about future opportunities and connect with us.