IT Service Manager, AF DCGS Enterprise Desk Lead

CACI International Inc; Hampton (VA); On-site; USD 68,000 - 144,000; Full time

Job summary

CA CI International Inc. is seeking an Enterprise IT Service Manager to support the AF DCGS at Langley AFB in Hampton, VA. The role focuses on leading the Enterprise Service Desk, ITSM implementation, and liaison with government and senior staff to ensure service delivery aligns with enterprise standards.

The position requires a TS/SCI clearance, four years of AF DCGS experience, and ITIL v4 certification, with strong leadership and customer service focus in a mission-critical environment.

Qualifications

• Active TS/SCI security clearance.
• Bachelor’s degree.
• A minimum of four years of operational AF DCGS experience.
• ITIL v4 certification.

Responsibilities

• Promote and implement IT Service Management (ITSM) principles and processes across all groups interacting with Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk (ESD).
• Work with government and senior staff to prepare schedules, milestones, develop work assignments, and produce progress reports and technical briefings.
• Support exceptional customer service through leadership, meeting deadlines, mentoring teams, and maintaining high performance.
• Ensure Operational Support Agreements and client expectations are met by engaging with clients and stakeholders to understand requirements and communicate solutions or issues.
• Facilitate collaboration between geographically separated teams and drive continuous process improvement through incident and problem management.
• Identify opportunities for growth in contract scope and value.
• Develop metrics deliverables and provide analysis for leadership decisions that drive maintenance and sustainment actions.
• Apply critical thinking to resolve customer priorities and flex schedules for 24x7 operations.

Skills

Operational leadership

Customer service

Education

Bachelor’s degree

Tools

Remedy

Solutions Business Manager

ServiceNow

Job description

CA CI International Inc. is seeking an Enterprise IT Service Manager to support the AF DCGS at Langley AFB in Hampton, VA. The role focuses on leading the Enterprise Service Desk, ITSM implementation, and liaison with government and senior staff to ensure service delivery aligns with enterprise standards.

The position requires a TS/SCI clearance, four years of AF DCGS experience, and ITIL v4 certification, with strong leadership and customer service focus in a mission-critical environment.