Operations Manager

CACI International

1d•$105,100 - $231,100

About The Position

CACI is seeking an Operations Manager to provide overall IT operations leadership, strategic direction, and day-to-day management for a large, geographically dispersed IT operations and support program supporting a DHS IT support contract. The role drives execution, risk management, and continuous improvement so DHS customers and end users can operate effectively worldwide while meeting service-level objectives and contractual obligations. The scope includes CONUS and OCONUS IT Field Operations (ITFO) Tier II support, VIP and eVIP-adjacent field support, Service Desk Tier 1, LAN closet maintenance, and hardware lifecycle and warranty management. The Operations Manager is the primary interface with Federal IT Service Managers and the DSS Program Manager. The position leads Service Desk and ITFO teams, coordinates staffing and service delivery across locations, monitors performance and risk, supports contract compliance, and identifies process improvements. The role may require CONUS travel and coordination of OCONUS operations and support.

Requirements

Ability to obtain DHS Entry on Duty; active EOD is preferred.
Ability to obtain a DoD Top Secret/SCI clearance.
Bachelor of Science degree plus 15 years of applicable experience, or 21 years of total experience.
Demonstrated experience leading IT field operations or deskside support in a geographically dispersed environment, including Mission Critical/Mission Essential sites and remote or OCONUS support.
Proven record of meeting or exceeding operational performance metrics, such as customer satisfaction, response times, patching, backup/test restores, and remote travel response, under an SLA/SLO/AQL regime similar to the PRS.
Experience managing staffing and workforce planning for technical teams, including recruiting, onboarding, and backfilling positions under contractual fill-rate and penalty requirements.
Hands-on familiarity with ITIL-aligned ITSM operations, including incident, request, and problem/change processes, and enterprise ticketing tools such as ServiceNow supporting field operations workflows.
Strong experience with federal contract management fundamentals, including FFP and T&M invoicing, budget tracking, risk management, and compliance with performance work statements, QASPs, and surveillance plans.
Excellent communication, executive-level briefing, and stakeholder management skills, including experience working directly with senior Government or enterprise executives and cross-functional technical teams.
Experience managing 150 or more local and geographically dispersed staff.
Ability to travel within CONUS.

Nice To Haves

Prior operations management experience in DHS, DOJ, or other law enforcement or homeland security environments, especially ICE OCIO IT Field Operations or similar enterprise IT operations divisions.
Experience overseeing ITSM environments using ServiceNow, including familiarity with ITIL-based incident, problem, change, and knowledge management processes.
Experience managing programs with CONUS and OCONUS operations, including overseas travel coordination, embassy or consulate environments, differing time zones, and varied operating conditions.
Experience managing OCONUS IT operations, including DoD/CTAT pre-travel training, PRI/FTA documentation, medical requirements, and embassy, consulate, or similar overseas environments.
Prior responsibility for IT operations innovation initiatives, such as troubleshooting playbooks, automation, reusable deployment templates, or data-driven process improvements.

Responsibilities

Lead day-to-day IT Field Operations and Service Desk activities across CONUS and OCONUS sites, ensuring deskside, LAN/wire closet, server, backup, and remote-site support follows task requirements and SOPs/work instructions.
Provide leadership and oversight to the Service Desk Manager, ITFO regional Contract Team Leads, Technical Leads, and field staff.
Coordinate knowledge sharing, communications, and workflows between Service Desk and ITFO teams, ensuring use of current SOPs and work instructions.
Maintain full staffing at Mission Critical and Mission Essential sites, with no vacancy exceeding 30 calendar days, and help maintain a monthly ITFO vacancy rate of 3% or less.
Monitor ITFO performance against PRS metrics and implement corrective actions when service-level objectives or acceptable quality levels are at risk.
Coordinate ITFO schedules and plans with GTMs and the ITFO Chief, prioritizing work and ensuring timely, quality completion of field activities.
Ensure Service Desk schedules provide appropriate coverage and support consistent work quality and service-level performance.
Manage and track remote and on-site ITFO support, including availability for remote-site travel within one business day and timely submission of trip reports and other documentation.
Oversee OCONUS Tier II Support and OCONUS Travel and Logistical Support teams, ensuring required pre-travel training and documentation and safe, policy-compliant support.
Advise the Program Manager on ITFO staffing vacancies, skill requirements, and resource locations; ensure weekly vacancy and monthly staffing reports accurately reflect status.
Coordinate Service Desk and ITFO participation in Rapid Response Team events, Tiger Teams, Focus Teams, and surge operations, while protecting baseline mission performance and ensuring requests and risk mitigation plans are prepared and submitted properly.
Ensure compliance with LAN room and wire closet guidelines, including scheduled maintenance, documentation, and reporting findings to GTMs.
Coordinate with security and SOC teams on patching, backups, test restores, access control, and account audits in accordance with ICE security policies and schedules.
Monitor operational staffing, technical, schedule, safety, and travel risks; contribute mitigation strategies and status updates to the Risk Management Plan, monthly risk reports, and PMR discussions.
Ensure deliverables—including trip reports, LAN/wire closet maintenance logs, OCONUS training and travel documents, and related artifacts—are accurate, complete, and submitted on time in the required formats.
Coordinate with the Program Manager and VIP support team to provide appropriate after-hours and OCONUS ITFO coverage for urgent VIP incidents.
Identify and recommend ITSM business process improvements, including As-Is/To-Be analysis and recommendations that improve service quality, standardization, and performance.