Integrated Shift Supervisor - Night Shift

CACI International • Springfield, VA

1d • $70,800 - $148,600

About The Position

The Integrated Shift Supervisor directs on-shift personnel and coordinates oversight across a multi-source service environment supporting the COMM Network Operations Center (NOC). The role ensures incidents are monitored, tracked, prioritized, and escalated according to established severity levels, particularly when critical business functions are affected. It maintains operational situational awareness and communicates significant incidents, anomalies, and service impacts to appropriate leadership. The position requires operational leadership, sound decision-making, and the ability to direct resources in a fast-paced, mission-critical environment.

The role supports network event and incident management, service-impacting changes, major incident response, outage communications, ticket resolution, customer situational awareness, operational reporting, and service-status analysis. It also tracks incidents and service requests through resolution, coordinates with appropriate technical support resources, and applies ITIL best practices to documentation and process improvement. The work schedule follows a Panama rotation (2 on, 2 off, 3 on, 2 off, 2 on, 3 off), with 12-hour night shifts from 1800 to 0600.

Requirements

• Active TS/SCI clearance with Polygraph.
• At least five years of recent and relevant experience coordinating and directing IT operations in a 24x7x365 operational environment.
• Strong technical background and working knowledge of networking technologies.
• Strong written communication skills.
• Experience preparing presentations and executive-level reports.
• Ability to review technical documentation and summarize complex information for executive-level audiences.
• Security+ or another DoD 8140 IAT-compliant certification.
• Any ITIL 4 certification.

Nice To Haves

• Proficiency with word processing, spreadsheet, and desktop productivity applications.
• Strong communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Strong customer service skills and experience.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize competing requirements, and maintain attention to detail in a fast-paced environment.
• Excellent organizational skills.
• Working knowledge of ServiceNow, Windows desktop environments, and other IT Service Management platforms.
• Relevant certifications such as ITIL Service Operations, ITIL Service Operations Analysis, Cisco CCNA, Cisco CCNP, AWS Associate or higher, VMware vSphere, or Microsoft Certified Solutions certifications.

Responsibilities

• Direct on-shift personnel and coordinate operations across the multi-source service environment supporting the COMM Network Operations Center.
• Monitor, track, prioritize, and escalate incidents according to established severity levels, especially incidents affecting critical business functions.
• Monitor service-impacting changes in Enterprise infrastructure and coordinate with Service Operations staff during equipment or software installation, upgrades, and decommissioning.
• Monitor and analyze critical incident alerts involving Enterprise outages or service degradations using enterprise monitoring tools.
• Assist in developing and maintaining standard operating monitoring procedures.
• Support major incident severity calls by establishing conference bridges, identifying appropriate service-line resources, and documenting event timelines.
• Monitor planned and unplanned service-impacting changes.
• Prepare and distribute outage, resolution, advisory, and planned outage notifications and updates.
• Maintain SharePoint Outage Tracker entries and updates.
• Establish conference bridges for Severity Level 1 and Severity Level 2 incidents and engage appropriate resources.
• Archive the Daily Operations Report and Shift Change Log for the day shift.
• Perform trend analysis, incident reviews, make recommendations, and report service status through established mechanisms as requested.
• Review Critical Site Tickets and tickets with prolonged resolution times or multiple transfers, and drive them to closure whenever possible.
• Provide customer situational awareness by updating reports, maintaining documentation and master station logs, monitoring chat rooms, and communicating operational impacts.
• Use Enterprise Management tools and analytics to correlate service impacts, availability, capability, SLA compliance, and other service-related trends.
• Proactively monitor high-priority incidents affecting VIP personnel and mission-, business-, or enterprise-critical services.
• Support Government situational awareness regarding world, national, and local events and correlate potential impacts to Enterprise Operations Squadron-managed systems.
• Provide operational coordination for network Event and Incident Management functions.
• Prepare daily network availability briefings, charts, and reports for customer distribution to Government leadership.
• Perform daily ad hoc taskings requested by the customer and provide requested technical assistance in support of assigned duties.
• Generate situational awareness notifications through various messaging systems for customer distribution.
• Coordinate, collect data, and support the After-Action Report process.
• Integrate ITIL v3 best practices into existing documentation, recommend process improvements, and help maintain governance documentation.
• Collect incident information through customer interactions and self-service support tools.
• Track incidents and requests from identification through resolution and provide a quality end-to-end customer experience.
• Conduct initial assessment, triage, research, and resolution of basic incidents and service requests involving application software and infrastructure components.
• Communicate status and progress updates in a timely manner.
• Engage Service Desk staff and other support resources to route issues beyond the individual's scope to appropriate product-line, application, or system support specialists.
• Execute responsibilities in accordance with established Service Level Agreements.
• Document resolutions and maintain self-help and staff knowledge bases.
• Alert management to recurring issues, trends, and problem patterns.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Competitive compensation and a broad mix of benefits options designed to support and protect employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed