Mission-Critical IT Service Manager – 24/7 Ops, TS/SCI

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

Job summary

CACI International Inc in Hampton, VA, is seeking an Enterprise IT Service Manager to support the U.S. Air Force DCGS program at Langley AFB. Lead the Enterprise Service Desk and oversee regional hub IT service delivery under ITSM principles.

The role requires TS/SCI clearance, a bachelor’s degree or 6 years of equivalent experience, ITIL v4, and experience with Remedy or ServiceNow. Will coordinate incidents, changes, and performance metrics to meet 24x7 operational needs.

Qualifications

• Requires active TS/SCI clearance and bachelor’s degree or 6 years equivalent experience.
• Experience leading IT service delivery in a DoD environment.
• Familiarity with ITIL-based service management and common ticketing tools.

Responsibilities

• Promote and implement ITSM principles across incident, problem, change, and configuration management.
• Coordinate schedules, milestones, and progress reports with government and senior staff.
• Provide leadership to ensure high-performance service delivery and exceptional customer service.
• Manage Operational Support Agreements and client expectations and communicate solutions clearly.
• Facilitate collaboration among geographically dispersed teams to improve incident and problem resolution.
• Develop metrics and provide analysis to leadership for sustainment actions.
• Adapt to 24x7 operational requirements of the AF DCGS Weapon System.

Skills

ITSM

ITIL v4

ServiceNow

Remedy

Security+ 8570

Stakeholder management

Education

Bachelor’s degree or 6 years equivalent experience

Tools

Remedy

ServiceNow

Solutions Business Manager

Job description

CACI International Inc in Hampton, VA, is seeking an Enterprise IT Service Manager to support the U.S. Air Force DCGS program at Langley AFB. Lead the Enterprise Service Desk and oversee regional hub IT service delivery under ITSM principles.

The role requires TS/SCI clearance, a bachelor’s degree or 6 years of equivalent experience, ITIL v4, and experience with Remedy or ServiceNow. Will coordinate incidents, changes, and performance metrics to meet 24x7 operational needs.