Enterprise IT Service Manager

CACI•Hampton, VA

14h•Onsite

About The Position

CACI is seeking a highly motivated and experienced Enterprise IT Service Manager to support our U.S. Air Force customer at Langley Air Force Base in Hampton, VA. This position plays a critical role in supporting the Air Force Distributed Common Ground System (AF DCGS) and is integral to the success of the Enterprise Service Desk. As an AF DCGS Management Center (AF DMC) IT Service Manager for regional hub operations, you will provide leadership and oversight for local IT service delivery while ensuring alignment with enterprise-wide processes and service standards. This role requires a strong mix of technical expertise, operational leadership, and customer service focus in a mission-critical environment.

Requirements

Active TS/SCI security clearance.
Bachelor’s degree
A minimum of four years of operational AF DCGS experience.
ITIL v4 certification.

Nice To Haves

Enterprise Level Helpdesk and Customer Service Experience.
A familiarity with IT Service Management (ITSM) and/or DESMF.
Experience with simultaneously managing multiple projects and teams.
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.

Responsibilities

Promote and implement IT Service Management (ITSM) principles and processes to all groups interacting with Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk (ESD).
Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings.
Support exceptional customer service through superior leadership qualities – meeting deadlines, motivating and mentoring teams, exercising effective decision-making, and maintaining a commitment to high performance.
Ensure Operational Support Agreements and client expectations are met – Engages with client and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate solutions or issues.
Facilitate collaboration between geographically separated teams.
Providing continuous process improvement through incident management and problem management.
Serves 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 provide analysis for leadership consideration that will drive maintenance and sustainment actions.
Apply critical thinking skills in a challenging and fast paced environment to resolve customer priorities.
Ability to flex schedule to meet 24 x 7 operational requirements of the AF DCGS Weapon System.