Server & Identity Operations Lead

CACI•National Harbor, MD

1d•Onsite

About The Position

CACI is seeking a Server & Identity Operations Lead to join our Tier II technical operations and maintenance team on a contract supporting Department of Homeland Security. The Server & Identity Operations Lead will provide technical leadership, oversee day-to-day operations, and manage incident escalations 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, complete pre-defined requests, and support team performance and operational improvement.

Requirements

Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop support, software applications, server support, and network/systems administration.
Ability to obtain DoD Security Clearance
Ability to obtain Bachelor's Degree and 10 years of experience or equivalent.

Responsibilities

Serve as a Server & Identity Operations Lead on a team responsible for break/fix support, completing pre-defined requests, and leading team execution.
Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.
Assist with team scheduling and delegating duties and tasks within the team or across multiple teams.
Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.
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 systems critical to infrastructure.
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.
Perform patching, updates, upgrades and other maintenance activities.
Communicate directly with end-users as necessary, to resolve issues and complete requests.
Assist with postmortem related activities and support various efforts related to operational improvements.
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
Prepare and send reports on incident status and performance of request fulfillment.
Create and update documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
Continuously cross-train team in systems and network administration.
Lead, mentor, and provide day-to-day guidance to Tier II staff to ensure effective incident response, request fulfillment, and operational coverage.
Manage workload assignments, task prioritization, and team follow-through to ensure service requests, incidents, maintenance activities, and escalations are completed within established timelines.
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.
Support personnel management activities, including onboarding, training plans, performance feedback, skills development, and identification of staffing or coverage needs.
Review team performance metrics, incident trends, and operational reports to identify process improvements, training needs, and opportunities to improve service delivery.
Serve as the primary coordination point between Tier II staff, Tier III engineering teams, government stakeholders, and other operational support teams during major incidents and high-priority issues.
Perform additional duties as assigned.