Service Center Manager

CACI; Arlington (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

CACI is seeking a dynamic Service Center Manager to lead IT service operations for a government program in Arlington, VA. You will direct Service Desk and Desktop Support, manage incident response, and oversee ticket workflows while maintaining strong customer satisfaction.

You will drive service maturity, implement best practices, and ensure 24/7 support for a geographically distributed user base, balancing operational excellence with continuous improvement.

Qualifications

• Experience leading service center and IT support teams.
• Ability to manage 24/7/365 operations with distributed users.
• Proven track record in improving service metrics and customer satisfaction.
• Strong leadership and strategic thinking to drive service maturity.

Responsibilities

• Provide strategic leadership and operational management for Service Center functions including Service Desk and Desktop Support.
• Ensure 24/7/365 availability and high-quality support for geographically dispersed users.
• Oversee incident management, service request fulfillment, and ticket escalation processes.
• Develop, implement, and enforce SLAs, OLAs, and KPIs.
• Monitor service metrics and drive continuous improvement.
• Lead the Service Center with a customer-centric focus.

Skills

Leadership

IT Service Management

Service Desk

Incident Management

SLA/OLA/KPIs

24/7 Operations

Data-driven Improvement

Job description

Job Title: Service Center ManagerJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

The Opportunity:
CACI is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations supporting a vital government program. In this key leadership role, you'll direct all aspects of our Service Center operations, including Service Desk management, Desktop Support teams, incident response and IT service request fulfillment, ticket escalation workflows, user communications and notifications, mobile device support, and the development and maintenance of knowledge base articles and standard operating procedures.
We're looking for an innovative leader who excels at building high-performing teams and delivering exceptional customer experiences in fast-paced, demanding environments. Your ability to balance operational excellence with continuous improvement will be essential as you drive service maturity, implement best practices, and ensure seamless support delivery for a geographically distributed user base operating around the clock.
This role presents an outstanding opportunity to shape the future of IT service delivery for a program of critical importance. You'll lead from the front, championing customer-centric service culture while implementing modern service management practices that enhance efficiency, reduce resolution times, and elevate user satisfaction.

Responsibilities:

• Provide strategic leadership and operational management for all Service Center functions, including Service Desk, Desktop Support, and Tier 0-II support teams

• Ensure 24/7/365 availability of service center operations with consistent, high-quality support delivery to geographically dispersed users

• Oversee incident management, service request fulfillment, and ticket escalation processes to ensure timely resolution and optimal resource utilization

• Develop, implement, and enforce service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)

• Monitor and analyze service metrics, trends, and performance data to identify improvement opportunities and drive operational excellence

• Lead