Service Center Manager

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

Job summary

CACI International Inc is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations, including Service Desk, Desktop Support, incident response, and knowledge base development. This senior role requires managing 24/7/365 support for a geographically distributed user base and delivering exceptional customer experiences.

You will implement ITIL-aligned processes, SLAs, and KPIs, recruit and mentor staff, and partner with IT operations, security, and

Qualifications

• ITIL Foundation Level Certification Version 5 or higher.
• Minimum of seven years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity.
• Demonstrated experience implementing and managing Service Center communications and reporting, with strategic and operational planning capabilities.
• Proven track record leading Tier 0, Tier I, and Tier II support teams in high-volume, enterprise environments.

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 the creation, maintenance, and governance of knowledge base articles, SOPs, and desktop procedures to enable consistent service delivery.
• Manage Service Center communications, notifications, and stakeholder reporting to ensure transparency and alignment with customer expectations.
• Drive continuous service improvement initiatives to enhance first-call resolution rates, reduce mean time to resolution (MTTR), and improve customer satisfaction scores.
• Oversee workforce management, including scheduling, capacity planning, and resource allocation to meet service demands.
• Recruit, train, mentor, and develop Service Center staff, fostering a culture of accountability, customer service excellence, and professional growth.
• Implement and optimize ITIL-aligned processes for incident, problem, change, and knowledge management.
• Collaborate with IT operations, engineering, security, and application teams to ensure effective escalation and cross-functional coordination.
• Lead the modernization and maturation of Tier 0 self-service capabilities, automation, and virtual agent technologies.
• Ensure compliance with security protocols, government regulations, and contractual requirements.
• Prepare and deliver regular performance reports, briefings, and recommendations to government leadership and program management.

Skills

Leadership

IT service management

Customer service

Education

ITIL Foundation Level Certification Version 5 or higher

Tools

Incident management tools

Job description

Job Title: Service Center Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage 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 the creation, maintenance, and governance of knowledge base articles, SOPs, and desktop procedures to enable consistent service delivery
• Manage Service Center communications, notifications, and stakeholder reporting to ensure transparency and alignment with customer expectations
• Drive continuous service improvement initiatives to enhance first-call resolution rates, reduce mean time to resolution (MTTR), and improve customer satisfaction scores
• Oversee workforce management, including scheduling, capacity planning, and resource allocation to meet service demands
• Recruit, train, mentor, and develop Service Center staff, fostering a culture of accountability, customer service excellence, and professional growth
• Implement and optimize ITIL-aligned processes for incident, problem, change, and knowledge management
• Collaborate with IT operations, engineering, security, and application teams to ensure effective escalation and cross-functional coordination
• Lead the modernization and maturation of Tier 0 self-service capabilities, automation, and virtual agent technologies
• Ensure compliance with security protocols, government regulations, and contractual requirements
• Prepare and deliver regular performance reports, briefings, and recommendations to government leadership and program management

Qualifications

• ITIL Foundation Level Certification Version 5 or higher
• Minimum of seven years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity
• Demonstrated experience implementing and managing Service Center communications and reporting, with strategic and operational planning capabilities
• Proven track record leading Tier 0, Tier I, and Tier II support teams in high-volume, enterprise environments

Active Secret clearance

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 unique flexible time off benefit and have 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.

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.

The Proposed Salary Range For This Position Is

$70,800 - $148,600

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.