Senior Deputy Service Center Manager Global IT Ops

CACI International Inc; Reston (VA); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc seeks a Senior Deputy Service Center Manager to lead a global support operation for a Department of State program. You will guide a high-performing team, ensuring incident management, service continuity, and executive reporting across multiple locations.

The role requires a Secret clearance, 8+ years in IT service delivery, and strong collaboration with cross-functional teams. The position is based in Reston, VA, with up to 10% travel and a focus on secure,

Qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, Management, or a related discipline.
• 8+ years of relevant experience supporting enterprise IT service delivery, Service Desk, Service Center, Desktop Support, or IT operations environments.
• Active Secret security clearance
• Experience supporting or managing large-scale enterprise Service Desk, Service Center, Desktop Support, or End User Support operations.
• Experience supporting 24/7/365 IT operations and maintaining service continuity across locations/time zones.
• Experience overseeing Tier 0–Tier II support operations including ticket intake, triage, escalation, and closure.
• Experience coordinating RCA, Problem Management investigations, trend analysis, and corrective actions.
• Experience developing/monitoring SLA/KPIs and reporting for service operations.

Responsibilities

• Oversee total management of the Service Center including Service Desk, Desktop Support, incident/service request management, ticket escalation, communications, notifications, and knowledge management.
• Coordinate Total Ticket Ownership (TTO) including root cause analysis and change management coordination.
• Develop and implement a comprehensive Notification Plan for outages, releases, and deployments.
• Assist in administering ACD telemetry system with real-time logging and reporting to manage high call volumes.
• Prepare Daily Operations Reports and conduct Daily Status Reviews.

Skills

Leadership experience

IT service delivery

Incident management

Cross-functional coordination

Education

Bachelor’s degree in IT/CS/IS/Business Administration/Management

Tools

ServiceNow

Job description

CACI International Inc seeks a Senior Deputy Service Center Manager to lead a global support operation for a Department of State program. You will guide a high-performing team, ensuring incident management, service continuity, and executive reporting across multiple locations.

The role requires a Secret clearance, 8+ years in IT service delivery, and strong collaboration with cross-functional teams. The position is based in Reston, VA, with up to 10% travel and a focus on secure,