Deputy Operations Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start:

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

* * *

The Opportunity:
CACI is seeking a Deputy Operations Manager to support a DHS IT services contract, as a key operational leader ensuring that Service Desk Tier I and ITFO Tier II operate as a cohesive, high-performing service organization. This role reports too and supports the Operations Manager and ensuring the Tier I and II teams meet performance requirements, staffing requirements, and customer satisfaction targets. This role will assist in daily oversight, staffing and schedule management, metrics monitoring, and coordination with DHS task leads to keep frontline IT services stable, responsive, and secure across a large dynamic CONUS and OCONUS footprint. This role also contributes to VIP and special operations support, COOP readiness, and continuous improvement and innovation.

Responsibilities:
The Deputy Operations Manager will:
•             Assist the Operations Manager in overseeing daily IT operations across Service Desk Tier I and ITFO Tier II (CONUS/OCONUS), ensuring services are delivered in accordance with the PWS, PRS, and ICE OCIO SOPs and processes.
•             Support achievement of Service Desk SLOs, including answer rates, average speed to answer, first contact resolution, call abandon rate, and customer satisfaction, and implement corrective actions when performance is at risk.
•             Help ensure ITFO meets incident and VIP resolution timeframes at Mission Critical, Mission Essential, Standard, and OCONUS sites, including 12 hour resolution for critical incidents and 4 hour resolution for VIP incidents and tasks, as required.
•             Coordinate staffing and scheduling across Service Desk and ITFO, helping maintain full staffing at Mission Critical and Mission Essential sites, supporting a minimal vacancy rate, and ensuring coverage for surge, COOP, and special operations.
•             Work with GTMs and area/region leads to align operational priorities, balance workload, and ensure support is provided to all designated site types (Mission Critical, Mission Essential, Standard, OCONUS, OGA).
•             Monitor operational metrics and dashboards (tickets, incident spikes, call/chat volume, resolution times, field dispatches) and support the identification and mitigation of service delivery risks.
•             Support Service Desk Intake and Ticket Management processes by ensuring tickets are properly logged, routed, monitored, and updated in the ITSM tool (ServiceNow), and that communications with users are timely and documented.
•             Assist with VIP and special operations support by coordinating rapid responses, ensuring adherence to VIP SOPs and support plans, and maintaining professional, high touch service for VIPs and high visibility events.
•             Coordinate with ITFO leadership to ensure remote and on site support to field locations is provided within required timeframes (e.g., travel to remote sites within one business day when needed) and that trip reports and site documentation are accurate and timely.
•             Contribute to COOP planning and execution for Service Desk and ITFO, ensuring staff are trained on COOP expectations, plans are current, and operations can continue during facility outages or emergencies.
•             Support the Operations Manager in preparing operational sections of Program Management Reviews (PMRs), status reports, and data calls, including metrics, incident trends, staffing updates, and risk/issue summaries.
•             Help ensure adherence to security and compliance requirements, including support for FISMA related patching, account management, and device sanitization processes at the operational level.
•             Provide coaching and guidance to Service Desk and ITFO team leads and supervisors, reinforcing ICE processes, quality standards, and customer service expectations, and supporting contractor to contractor training and onboarding.

•              Assist in identifying and implementing Service Desk and ITFO innovations (e.g., improved knowledge management, process improvements, automation, enhanced remote support methods) that improve SLO performance and user experience.
•              Serve as acting Operations Manager when required, maintaining continuity of leadership and decision making during absences or surges.

Requirements:
•              Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
•              Ability to obtain DoD Top Secret Clearance
•              Bachelors + 10 years of applicable experience
•              Demonstrated experience in service desk and/or field operations leadership, including responsibility for meeting operational SLAs/SLOs (e.g., incident resolution, answer rates, customer satisfaction) in a 24/7/365 or high tempo environment
•              Experience coordinating IT support for geographically dispersed sites, preferably including Mission Critical/Mission Essential and OCONUS locations, and working with local stakeholders and GTMs
•              Strong familiarity with ITIL aligned IT Service Management and experience using an ITSM tool such as ServiceNow for incident, request, and knowledge management, and metrics reporting
•              Proven ability to manage schedules, staffing coverage, and prioritization across multiple teams and tasks, including during periods of surge, emergencies, or special operations
•              Demonstrated skills in analyzing operational data (ticket trends, incident spikes, call metrics) and taking action to prevent or mitigate service degradation.
•              Strong communication and customer service skills, with experience interacting with both technical staff and business users, including senior and VIP stakeholders.
•              Ability to obtain and maintain any required suitability or clearance to support ICE environments and facilities.
•              Experience managing local and geographically dispersed staff

Desired:
•              Experience in DHS, DOJ, or similar law enforcement/homeland security environments, particularly supporting Service Desk and IT Field Operations functions.
•              Prior leadership experience in a large Tier I Service Desk with defined performance targets for answer rate, abandonment, first contact resolution, and customer satisfaction.
•              Experience coordinating deskside support and LAN/Wire Closet or local infrastructure support in concert with centralized operations and NOC teams.
•              Familiarity with DHS site classifications (Mission Critical, Mission Essential, Standard, OCONUS, OGA) and their differing support requirements.
•              Exposure to COOP planning and execution for IT operations, including participation in exercises and continuity events.
•              Experience supporting VIP users and high visibility events, including adherence to VIP support SOPs and rapid escalation practices.
•              Experience with innovation and process improvement initiatives in IT operations (e.g., better use of knowledgebase, automation, standardized troubleshooting playbooks) tied to measurable performance gains.
•              ITIL Foundation or similar IT service management certification





 

-

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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.

The proposed salary range for this position is: