Operations Manager
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Job Description
Operations Manager leading CACI’s DHS IT field operations and Service Desk program. Managing geographically dispersed teams, service levels, staffing, risks, and CONUS/OCONUS support.
Responsibilities:
- Provide overall IT Operations leadership, strategic direction, and day-to-day management for a large geographically dispersed IT operations and support program
- Drive day-to-day execution, risk management, and continuous improvement
- Lead IT Field Operations and Service Desk activities across CONUS and OCONUS sites
- Provide leadership and oversight to Service Desk Managers, regional Contract Team Leads, Technical Leads, and field staff
- Oversee knowledge sharing, communications, and workflows between Service Desk and ITFO teams
- Maintain staffing at Mission Critical and Mission Essential sites and support vacancy-rate targets
- Oversee ITFO performance against PRS metrics and implement corrective actions when SLOs/AQLs are at risk
- Coordinate schedules and plans with GTMs and the ITFO Chief
- Ensure Service Desk schedules provide appropriate coverage and meet SLOs
- Manage remote and on-site support activities, travel availability, trip reports, and documentation
- Oversee OCONUS Tier II Support and OCONUS Travel and Logistical Support teams
- Advise the Program Manager on staffing, skill levels, resource locations, and workforce status
- Coordinate Service Desk and ITFO participation in rapid response, tiger team, focus team, and surge operations
- Ensure LAN Room/Wire Closet maintenance, documentation, and reporting compliance
- Coordinate with security and SOC teams on patching, backups, test restores, access control, and account audits
- Monitor operational risks and contribute to risk plans, reports, and PMR discussions
- Ensure operational deliverables are accurate, complete, and submitted on time
- Coordinate VIP field support coverage for urgent incidents
- Recommend ITSM-focused business process improvements
Requirements:
- Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD); active EOD preferred
- Ability to obtain DoD Top Secret/SCI Clearance
- B.S. + 15 years of applicable experience or 21 total years of experience
- Demonstrated experience leading IT field operations or deskside support for a geographically dispersed environment, including Mission Critical/Mission Essential sites and remote/OCONUS site support
- Proven track record meeting or exceeding operational performance metrics and working within an SLA/SLO/AQL regime similar to the PRS
- Experience managing staffing and workforce planning for technical teams, including recruiting, onboarding, and backfilling roles within tight timelines and contractual fill rate/penalty structures
- Hands-on familiarity with ITIL-aligned ITSM operations and enterprise ticketing tools such as ServiceNow
- 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, with experience working directly with senior Government or enterprise executives and cross-functional technical teams
- Experience managing 150+ local and geographically dispersed staff
- Ability to travel within the CONUS
- Prior operations management experience in DHS, DOJ, or other law enforcement/homeland security environments (desired)
- Experience overseeing ITSM environments using ServiceNow and ITIL-based processes (desired)
- Background managing CONUS and OCONUS operations (desired)
- Experience managing OCONUS IT operations and related travel, training, documentation, and medical requirements (desired)
- Prior responsibility for IT operations innovation initiatives (desired)
Benefits:
- Flexible time off benefit
- Robust learning resources
- Healthcare benefits
- Wellness benefits
- Financial benefits
- Retirement benefits
- Family support benefits
- Continuing education benefits
- Time off benefits
- Competitive compensation
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