Network Operations Lead

CACI International•National Harbor, MD

2d•$103,800 - $218,100•Onsite

About The Position

CACI is seeking a Network Operations Lead to join their Tier II technical operations team on a contract supporting the Department of Homeland Security. The Network Operations Lead is primarily focused on leading network administration support and ensuring the team responds to monitoring alerts and manages incidents to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage and resolve incidents, document for root cause analysis, oversee completion of pre-defined requests, and support continuous operational improvement.

Requirements

Ability to obtain DoD Security Clearance
Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
BA/BS + 8 years of applicable experience
Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP)
ITIL Foundation certification (not required to start but expected to attain in first six months)
Flexibility to work any of the following shifts to provide coverage: SUN – TUE/SUN – WED, 6am – 6pm; WED – SAT/THU – SAT, 6am – 6pm; MON – FRI, 6am – 2pm or 10am – 6pm
Work on-call rotation to respond to incident escalations.
Experience with patch management software, e.g., SCCM
Experience using Service Now service management software, or similar tool, to track incidents and service requests through the full lifecycle
Ability to learn new technologies quickly, such as Zscaler, servers, switches, virtual hosts, etc.
Advanced experience with Active Directory management & administration
Prior experience leading technical teams, coordinating daily operations, or supervising technical staff in an enterprise support environment.

Nice To Haves

Previous DHS or DoD experience
CCNP
Any hands-on Microsoft Windows administrator certifications
COMPTIA A+, or Network+, or Security+
ITIL Foundation
Ability to perform troubleshooting on Windows Operating Systems (Windows 10 and Server), Microsoft Office 365, Active Directory, network issues, print server
Knowledgeable of Problem Management best practice and processes

Responsibilities

Serve as a Tier II Technical Operations lead responsible for break/fix support, completing pre-defined requests, and managing team execution.
Respond to systems and networking alerts, triage, troubleshoot, and resolve incidents.
Work closely with other support teams to ensure incident events are handled in a timely manner.
Handle incoming technical escalations from Service Desk, Network Operations Security Center, and other support teams.
Draft and send incident notifications to government stakeholders and other support teams.
Monitor and perform health checks of networking devices critical to infrastructure including routers, switches, VPNs, and proxies.
Document, track, and coordinate incidents in ServiceNow.
Escalate unresolved issues to Tier III.
Join troubleshooting bridge calls for major incidents.
Perform Tier II-level administration tasks to fulfill pre-defined requests and tasks such as port activations and de-activations.
Perform patching, updates, upgrades and other maintenance activities.
Communicate directly with end-users as necessary, to resolve issues and complete requests.
Assist with post-mortem-related activities and support various efforts related to operational improvements.
Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests based on recommendations from management.
Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
Continuously cross-train to also support systems administration.
Lead, mentor, and provide day-to-day guidance to Tier II Network Engineers to ensure effective incident response, request fulfillment, and operational coverage.
Coordinate team schedules, workload assignments, and on-call participation to maintain 24/7/365 support requirements.
Support personnel management activities such as performance feedback, training plans, onboarding support, and identification of skill development needs.
Perform additional duties as assigned.
Provide oversight of daily Tier II network operations, ensuring incidents, service requests, maintenance activities, and escalations are prioritized and completed within established service levels.
Serve as the primary coordination point between Tier II network staff, Tier III engineering teams, government stakeholders, and other operational support teams during major incidents and high-priority issues.
Review team performance metrics, incident trends, and operational reports to identify process improvements, training needs, and opportunities to improve service delivery.
Conduct regular one-on-one meetings with staff members to provide coaching, discuss performance and development goals, address concerns, and document key outcomes and follow-up actions.