Enterprise IT Service Manager

CACI•Hampton, VA

6d•Onsite

About The Position

CACI is seeking a highly motivated and experienced Enterprise IT Service Manager to support the U.S. Air Force customer at Langley Air Force Base in Hampton, Virginia. The position supports the Air Force Distributed Common Ground System (AF DCGS) and the Enterprise Service Desk. As an AF DCGS Management Center (AF DMC) IT Service Manager for regional hub operations, the role provides leadership and oversight for local IT service delivery while aligning operations with enterprise-wide processes and service standards. It combines technical expertise, operational leadership, and customer service in a mission-critical environment. The position supports the AF DCGS weapon system's 24×7 operational requirements and may require schedule flexibility. Travel of up to 10% within the continental United States is required. An active TS/SCI clearance is required. CACI describes a culture centered on integrity, innovation, trust, and continuous growth. Employees have access to flexible time off, learning resources, competitive compensation, and benefits covering healthcare, wellness, financial and retirement support, family support, continuing education, and time off. The proposed salary range is $68,400–$143,700.

Requirements

Active TS/SCI security clearance.
Bachelor's degree or six years of equivalent experience.
At least four years of operational AF DCGS experience.

Nice To Haves

Enterprise-level help desk and customer service experience.
Familiarity with IT Service Management (ITSM) and/or DESMF.
Experience managing multiple projects and teams simultaneously.
ITIL v4 certification.
Experience with Remedy, Solutions Business Manager, or ServiceNow.
Prior experience as an ITSM Service Level Manager.
Ability to engage stakeholders through collaborative tools and services.
CompTIA Security+ certification meeting 8570 requirements.

Responsibilities

Promote and implement IT Service Management (ITSM) principles and processes for groups involved in Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk.
Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings.
Support excellent customer service by meeting deadlines, motivating and mentoring teams, making effective decisions, and maintaining a commitment to high performance.
Ensure Operational Support Agreements and client expectations are met; engage with clients and stakeholders in person, by telephone, and by email to establish relationships, understand requirements, and communicate solutions or issues.
Facilitate collaboration between geographically separated teams and support continuous process improvement through incident and problem management.
Serve as a liaison between technology infrastructure, business stakeholders, and end users.
Identify opportunities for organic and new growth in contract scope and value.
Develop metrics deliverables and analyze them for leadership consideration to drive maintenance and sustainment actions.
Apply critical thinking to resolve customer priorities in a challenging, fast-paced environment.
Flex the work schedule to meet the AF DCGS weapon system's 24×7 operational requirements.