Integrated Service Center (ISC) Incident Manager

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

Job summary

A leading company is seeking a highly motivated Integrated Service Center Incident Manager in Virginia. You will oversee the incident lifecycle, ensure adherence to ITIL best practices, and work collaboratively with various teams to enhance service delivery. This role emphasizes leadership, problem-solving, and communication skills in a fast-paced, client-focused environment.

Benefits

Flexible time off

Healthcare and wellness benefits

Retirement plans

Continuing education resources

Qualifications

• Must possess TS/SCI clearance with polygraph.
• Experience in IT service management.
• Supervisory experience in a service-oriented environment.

Responsibilities

• Manage Tier 1 day-to-day operations.
• Ensure quality metrics and reporting.
• Support continuous improvement of processes.

Skills

Leadership

Analytical Skills

Communication

Problem Solving

Education

8570 (Security +) certification

Job description

Integrated Service Center (ISC) Incident Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Opportunity:

CACI 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. You will be responsible for ensuring timely and accurate ticket handling, tracking, escalation, and resolution processes while maintaining strict adherence to ITIL-based best practices and Service Level Agreements (SLAs). This role involves close coordination with Tier 2 service providers, VIP support teams, and Problem Management to identify trends and improve service delivery.

You will also contribute to process improvement and training initiatives by reviewing reassigned or returned tickets, supporting root cause identification, and maintaining up-to-date 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, have a strong desire 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 go hand-in-hand.

Responsibilities:

1. The Incident Manager will manage Tier 1 day to day operations
2. Ensure quality, weekly metrics and reporting, and appropriate coverage for 24x7 operations
3. Foster a culture of service with the staff to help deliver a positive customer experience for users with diverse business needs
4. Leverage coaching and feedback, collaboration, and performance measures to influence the team in delivering a common positive experience
5. Operate with a variety of ITSM tools and levels of ITSM process maturity across multiple decentralized locations
6. Build a culture of service and leveraging tools and skills to move the team forward
7. Creative problem-solving skills in dealing with complex business and IT challenges that cross multiple domains
8. Communicate and work collaboratively with NOC personnel and Tier 2 Service Providers to support business and mission related impacts
9. Utilize Service Now to provide Situational Awareness to the customer base on outages, restorations, planned maintenances, and IT announcements
10. Conduct ticket reviews for incidents reassigned from Tier 2 back to Tier 1 to identify training gaps and support continuous improvement of Tier 1 processes and staff development
11. Manage and support the VIP call queue, ensuring that the most experienced technicians deliver high-quality, priority support to executive-level users
12. Participate in governance forums and internal meetings to stay informed on issues and decisions that may impact incident management operations and processes
13. Maintain and regularly update internal Incident Management documentation and training materials to ensure accuracy, consistency, and alignment with current processes and best practices
14. Assist the Problem Management Team by identifying potential problem candidates and supplying relevant incident data, trends, and supporting details to aid in root cause analysis and resolution efforts

Qualifications:

Required:

• TS/SCI clearance with polygraph
• Current 8570 (Security +) certification
• Provide first contact resolution or effective triage and escalation of all issues and requests
• Supervise, hire, train, and evaluate the performance of staff. Facilitate a collaborative environment with cross-training and staff development
• Provide leadership to deliver efficient and effective operations for end user service support
• Develop policies and procedures to support a repeatable and customer-oriented service

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a flexible time off benefit and access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is: $61,100 - $122,200.

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.