Enterprise IT Service Manager (AF DCGS)

About the role

CACI is seeking an Enterprise IT Service Manager to support its U.S. Air Force customer at Langley Air Force Base in Hampton, VA. The role supports the Air Force Distributed Common Ground System (AF DCGS) and the Enterprise Service Desk, providing leadership and oversight of local IT service delivery in line with enterprise-wide processes and service standards. It calls for a mix of technical expertise, operational leadership and customer service focus in a mission-critical environment.

Key responsibilities

• Promote and implement IT Service Management (ITSM) principles across Incident, Problem, Change and Configuration Management for the AF-DCGS Enterprise Service Desk.
• Work with government and senior staff to prepare schedules, set milestones, assign work and produce progress reports and technical briefings.
• Deliver exceptional customer service through leadership, mentoring teams, meeting deadlines and making effective decisions.
• Meet Operational Support Agreements and client expectations by engaging clients and stakeholders face-to-face, by phone and by email.
• Facilitate collaboration between geographically separated teams and act as a liaison between infrastructure, business stakeholders and end users.
• Drive continuous process improvement through incident and problem management, and identify growth opportunities in contract scope and value.
• Develop metrics and analysis for leadership to drive maintenance and sustainment actions.
• Flex schedule to meet the 24x7 operational requirements of the AF DCGS Weapon System.

Required profile

• Active TS/SCI security clearance (minimum required to start).
• Bachelor's degree.
• A minimum of four years of operational AF DCGS experience.
• ITIL v4 certification.
• Ability to manage multiple projects and teams, and to resolve customer priorities in a fast-paced environment.

Required skills

• Familiarity with ITSM and/or DESMF.
• Experience with Remedy, Solutions Business Manager or ServiceNow.
• Desired: Enterprise-level helpdesk and customer service experience, and prior experience as an ITSM Service Level Manager.

What we offer

• Proposed pay range of $68,400-$143,700, depending on location, contract category, experience and skills.
• Healthcare, wellness, financial, retirement, family support, continuing education and time-off benefits.
• Flexible time off and learning resources.

The position is contingent on funding and may not be filled immediately; applicants may also be considered for other CACI positions.