Enterprise IT Service Manager

CACI•Hampton, VA

5d•Onsite

About The Position

CACI is seeking a highly motivated and experienced Enterprise IT Service Manager to support its U.S. Air Force customer at Langley Air Force Base in Hampton, Virginia. The role 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 position provides leadership and oversight for local IT service delivery while aligning operations with enterprise-wide processes and service standards. It calls for technical expertise, operational leadership, and a strong customer-service focus in a mission-critical environment. The position is contingent on funding and may not be filled immediately; applicants may also be considered for other CACI positions. The role requires an active TS/SCI clearance, a bachelor’s degree or six years of equivalent experience, and at least four years of operational AF DCGS experience. The salary range is $68,400–$143,700. CACI describes a culture of integrity and trust, flexible time off, learning resources, competitive compensation, and benefits covering healthcare, wellness, financial and retirement support, family support, continuing education, and time off.

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 simultaneously managing multiple projects and teams.
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 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 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 to guide maintenance and sustainment actions.
Use critical thinking to resolve customer priorities in a challenging, fast-paced environment.
Flex schedule to meet the AF DCGS Weapon System’s 24x7 operational requirements.