Service Center Manager — 24/7 IT Support Leader

CACI International Inc.; Arlington, Northern (VA, KY); Hybrid; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc. in Arlington, VA, seeks a Service Center Manager to lead and transform our mission-critical IT service operations for a vital government program.

You will direct Service Desk, Desktop Support, incident response, and knowledge management, driving customer satisfaction and service maturity. You will manage 24/7 operations, implement ITIL-aligned processes, supervise Tier 0–II teams, and partner with IT, security, and application groups to ensure compliant, reliable support

Qualifications

• ITIL Foundation Level Certification Version 5 or higher is required.
• Minimum of seven years of technical experience managing a 24/7/365 Service Desk.
• Experience leading Tier 0–II support teams in enterprise environments.
• Active Secret clearance.

Responsibilities

• Provide strategic leadership and operational management for all Service Center functions, including Service Desk and Desktop Support.
• Ensure 24/7/365 availability with high-quality support to distributed users.
• Oversee incident management, service request fulfillment, and ticket escalation processes.
• Develop and enforce SLAs, OLAs, and KPIs to drive performance.
• Lead knowledge base creation, SOPs, and desktop procedures for consistent delivery.
• Collaborate with cross-functional teams to ensure effective escalation.

Education

ITIL Foundation Level Certification Version 5 or higher

Tools

ITIL

Job description

CACI International Inc. in Arlington, VA, seeks a Service Center Manager to lead and transform our mission-critical IT service operations for a vital government program.

You will direct Service Desk, Desktop Support, incident response, and knowledge management, driving customer satisfaction and service maturity. You will manage 24/7 operations, implement ITIL-aligned processes, supervise Tier 0–II teams, and partner with IT, security, and application groups to ensure compliant, reliable support