Service Center Manager

CACI International•Reston, VA

4d•$84,900 - $178,400•Onsite

About The Position

CACI is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations supporting a vital government program. In this key leadership role, you'll direct all aspects of our Service Center operations, including Service Desk management, Desktop Support teams, incident response and IT service request fulfillment, ticket escalation workflows, user communications and notifications, mobile device support, and the development and maintenance of knowledge base articles and standard operating procedures. We're looking for an innovative leader who excels at building high-performing teams and delivering exceptional customer experiences in fast-paced, demanding environments. Your ability to balance operational excellence with continuous improvement will be essential as you drive service maturity, implement best practices, and ensure seamless support delivery for a geographically distributed user base operating around the clock. This role presents an outstanding opportunity to shape the future of IT service delivery for a program of critical importance. You'll lead from the front, championing customer-centric service culture while implementing modern service management practices that enhance efficiency, reduce resolution times, and elevate user satisfaction.

Requirements

ITIL Foundation Level Certification Version 5 or higher
Minimum of seven years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity
Demonstrated experience implementing and managing Service Center communications and reporting, with strategic and operational planning capabilities
Proven track record leading Tier 0, Tier I, and Tier II support teams in high-volume, enterprise environments
Active Secret clearance

Responsibilities

Provide strategic leadership and operational management for all Service Center functions, including Service Desk, Desktop Support, and Tier 0-II support teams
Ensure 24/7/365 availability of service center operations with consistent, high-quality support delivery to geographically dispersed users
Oversee incident management, service request fulfillment, and ticket escalation processes to ensure timely resolution and optimal resource utilization
Develop, implement, and enforce service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
Monitor and analyze service metrics, trends, and performance data to identify improvement opportunities and drive operational excellence
Lead the creation, maintenance, and governance of knowledge base articles, SOPs, and desktop procedures to enable consistent service delivery
Manage Service Center communications, notifications, and stakeholder reporting to ensure transparency and alignment with customer expectations
Drive continuous service improvement initiatives to enhance first-call resolution rates, reduce mean time to resolution (MTTR), and improve customer satisfaction scores
Oversee workforce management, including scheduling, capacity planning, and resource allocation to meet service demands
Recruit, train, mentor, and develop Service Center staff, fostering a culture of accountability, customer service excellence, and professional growth
Implement and optimize ITIL-aligned processes for incident, problem, change, and knowledge management
Collaborate with IT operations, engineering, security, and application teams to ensure effective escalation and cross-functional coordination
Lead the modernization and maturation of Tier 0 self-service capabilities, automation, and virtual agent technologies
Ensure compliance with security protocols, government regulations, and contractual requirements
Prepare and deliver regular performance reports, briefings, and recommendations to government leadership and program management