Enterprise IT Service Manager

CACI International•Hampton, VA

7d•$68,400 - $143,700•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 is integral to the Enterprise Service Desk. As the 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 ensuring alignment with enterprise-wide processes and service standards. It combines technical expertise, operational leadership, and customer service in a mission-critical environment, with schedule flexibility required to meet AF DCGS Weapon System operations.

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 helpdesk 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.
8570 CompTIA Security+.

Responsibilities

Promote and implement IT Service Management (ITSM) principles and processes for groups involved in Incident, Problem, Change, and Configuration Management within 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 customer service through leadership, meeting deadlines, motivating and mentoring teams, effective decision-making, and a commitment to high performance.
Ensure Operational Support Agreements and client expectations are met by engaging clients and stakeholders in person, by telephone, and by email to establish relationships, understand requirements, and communicate solutions or issues.
Facilitate collaboration among geographically separated teams and drive continuous process improvement through incident and problem management.
Serve as a liaison among technology infrastructure, business stakeholders, and end users.
Identify opportunities for organic and new growth in contract scope and value.
Develop metrics deliverables and provide analysis to leadership to inform maintenance and sustainment actions.
Apply critical thinking to resolve customer priorities in a challenging, fast-paced environment.
Flex schedule to meet the 24 x 7 operational requirements of the AF DCGS Weapon System.