Enterprise IT Service Manager

Enterprise IT Service Manager Job Category: Consulting Time Type: Full time Minimum Clearance Required to Start: TS/SCI Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Local CACI is seeking the addition of an Enterprise IT Service Manager to support our Air Force customer in Hampton, VA at Langley AFB.
What You’ll Get to Do: Promote and implement IT Service Management (ITSM) principles and processes to all groups interacting with Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk (ESD).
Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings.
Support exceptional customer service through superior leadership qualities – meeting deadlines, motivating and mentoring teams, exercising effective decision-making, and maintaining a commitment to high performance.
Ensure that Service Level Agreements and client expectations are met – Engages with client and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate solutions or issues.
Facilitate collaboration between geographically separated teams - Providing continuous process improvement through incident management and problem management - Serves as a liaison between technology infrastructure, business stakeholders, and end users.
Identify opportunities for organic and new growth in contract scope and value.
Develop metrics deliverables and provide analysis for leadership consideration that will drive maintenance and sustainment actions.
Apply critical thinking skills in a challenging and fast paced environment to resolve customer priorities.
You’ll Bring These Qualifications: Active TS/SCI security clearance.
Bachelor’s degree or 6 years equivalent experience.
A minimum of four years of operational AF DCGS experience.
These Qualifications Would be Nice to Have: Enterprise Level Helpdesk and Customer Service Experience.
A familiarity with IT Service Management (ITSM) and/or DESMF.
Experience with simultaneously managing multiple projects and teams.
ITIL v4 certification.
Experience with Remedy, Solutions Business Manager, or ServiceNow.
Prior experience as an ITSM Service Level Manager.
Ability to engage stakeholders through collaborative tools and services.
What We Can Offer You: - We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers.
CACI is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.