Deputy End User Operations Manager

CACI • National Harbor, MD

3d • Hybrid

About The Position

CACI is seeking a Deputy End User Operations Manager to join their team supporting the Department of Homeland Security. This individual will work at the CACI National Harbor facility and on-site to meet customers while overseeing End-User Support (EUS) teams deployed around the NCR and the IT Continuity Management Services (ITCMS) team located at Mt. Weather. The role involves ensuring seamless delivery of IT services and LAN A support to various DHS sites and guaranteeing critical IT continuity during emergencies. The position requires a strong understanding of ITIL best practices, proficiency with SNOW, and experience in crisis or incident response. The ideal candidate will be a self-motivated leader capable of optimizing workflows, driving efficiencies, and providing executive-level briefings.

Requirements

• Active DHS Entrance on Duty (EOD)
• Ability to obtain a Top-Secret w/SCI clearance
• Bachelor’s degree and 8 years of relevant experience or equivalency
• ITILv4 Foundations w/strong command of ITIL best practices and framework.
• Proficiency with SNOW
• Experience with crisis or incident response and documented post-mortem reporting.
• Excellent written and verbal communication, including executive-level briefing skills
• Proven ability to lead, coach, and develop technical teams.
• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox.
• Knowledgeable of Problem Management best practice and processes.
• Ability to travel locally within National Capital Region.
• Physically capable of lifting and moving fifty (50lbs).
• Able to work in confined spaces.

Nice To Haves

• Previous DHS or DoD experience.
• Relevant hands-on Microsoft Windows administrator certification.
• COMPTIA A+, or Network+, or Security+
• Cisco Certified Network Associate (CCNA)

Responsibilities

• Oversee all End-User Support (EUS) teams, the New Employee Onboarding (NEO) team, and the ITCMS team.
• Act as the End User Operations Manager when that person is on leave or unavailable, including developing and delivering contract deliverables, handling customer escalations, and attending meetings to represent DSS.
• Ensure seamless delivery of IT services and LAN A support to TSA-Springfield, NAC, ICC-B, the St. Elizabeths campus, other DHS HQ and FPS sites within the NCR.
• Guarantee critical IT continuity during crisis, weather emergencies, transition, or other scenarios.
• Supervise and mentor all EUS teams and the NEO team.
• Ensure sufficient coverage via staffing schedules, shift coverage, and coordinate cross-campus support as needed.
• Monitor performance metrics against DHS SLAs, conduct regular reviews to identify trends or patterns, and implement corrective actions, innovations, and process improvements.
• Monitor daily ticket volumes and trend analysis via SNOW in collaboration with the DSS ITSM SME.
• Act as a senior escalation point and be ready to authorize resources for real-time reallocations and/or to take necessary actions to resolve incidents and requests.
• Ensure incident response process is followed at all times but especially during major outages and security incidents.
• Conduct daily operations stand-up that encompasses stakeholders across all DSS support teams (Service Desk, Tier II, Tier III, ITCMS, and Endpoint Services).
• Ensure continuous coordination between EUS and other ITSM teams, higher level DSS and DHS stakeholders as needed during planned rollouts, major network/system/application changes, and major incidents.
• Conduct post-mortem reviews and drive improvement plans.
• Collaborate with the ITCMS team at Mt. Weather to ensure continuity across sites and necessary support of continuity plans.
• Act as a primary point of contact for DHS Senior Leadership and be prepared with situational updates and performance metrics.
• Focus on initiatives that optimize workflows and encourage the adoption of automation and integration with AI services.
• Actively participate in site-specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provide leadership and guidance of end-user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Perform additional duties as assigned.

Benefits

• Flexible time off
• Robust learning resources
• Competitive compensation
• Comprehensive benefits including healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager