Senior Program Manager (IT Operations)

Job Profile:

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Job Description:

The Opportunity:

CACI is seeking highly skilled and experienced Senior Program Manager (IT Operations) to oversee an operational team covering day to day Tier 1 and Tier 2 support services to include 60 administrators and engineers, incident response specialists and support staff with expected growth up to 85 FTE with approximately 5 direct reports.

This position is responsible for the delivery of a broad portfolio of performance-based IT services (TOC, EUS, ITSM, Asset, VTC) to DHS CISA ensuring that new services incorporated receive a standardized onboarding approach for Tier 0 and 1 service support. Candidates will be responsible for meeting contractual SLAs, implementing and streamlining operational processes, overseeing staff schedules, and interfacing/building relationships with CISA senior leadership.

This support includes network operations, M365 services, Azure platform and associated IaaS services, endpoint services and identify services.  

This position is required onsite in Arlington, VA 5 days a week.

Responsibilities:

• Create and maintain service delivery process and procedures, recommending customer service and IT process support enhancements, ensuring all services utilize ServiceNow.

• Support and engage with the DHS HQ customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests.

• Track and monitor the performance of all end-user SLAs and KPIs, identifying trends and implementing corrective action when SLAs are at risk.

• Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format.

• Manage team schedule, balancing employee absences/vacations and DSS SLAs/KPIs.

• Manage team responsible for monitoring of and reporting on key IT systems and sending notifications and escalations to appropriate stakeholders.

• Provide leadership and vision to maturing and innovating operational policies, tool adoption, and SLAs.

• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information.

• Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues.

• Set clear team goals and provide corrective action plans where individual performance is not being met.

• Create an inspiring team environment with an open communication culture.

• Collaborate with other DSS CACI organizational entities and external vendors to solve issues on the customers behalf.

Qualifications:

Required:

• Ability to obtain/maintain DHS EOD Suitability Background Check.

• BS/BA or equivalent experience with 10 years of previous experience managing team of 50FTE or more IT personnel (ex. Service Desk, NOC, Deskside Support, Video Teleconferencing Support)

• Experience with ServiceNow ITSM

• Previous experience with financial management of a program.

• Previous experience using ServiceNow for ticket and SLA tracking and reporting

• Collaborative management approach to drive project/task success across multiple stakeholder organization.

• Must be able to work in a fast paced environment.

• Must have strong customer facing skills.

• Positive attitude and strong communications skills.

• Prior experience working on customer site.

• Prior experience engaging and briefing C level executives.

• Ability to obtain and maintain up to a Top Secret Clearance.

Desired:

• ITIL v4 Foundations

• Azure or M365 certifications

• ServiceNow certifications

• HDI certifications

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

Salary : $99,800 - $219,600