Operations Manager

The Opportunity:

CACI is seeking an Operations Manager to support a DHS IT support contract, providing overall IT Operations leadership, strategic direction, and day-to-day management for a large, geographically dispersed IT operations and support program. This role is responsible for driving day-to-day execution, risk management, and continuous improvement, enabling the DHS customer mission and end-users to operate effectively around the globe while meeting stringent service level objectives and contractual obligations. This position will be responsible for the IT Field Operations (ITFO) CONUS and OCUNON Tier II, VIP and eVIP adjacent field support, Service Desk (SD) Teir 1, LAN Closet Maintenance, Hardware lifecycle and warranty management to ensure frontline IT services remain stable, responsive, and secure.

Responsibilities:
The Operation Manager serves as the primary interface with the Federal IT Service Managers and DSS Program Manager, coordinating priorities, managing risks, ensuring contract compliance, and high-quality service delivery. Additionally:

•             Lead day to day IT Field Operations (ITFO) and Service Desk activities across CONUS and OCONUS sites, ensuring deskside, LAN/Wire Closet, server, backup, and remote site support are delivered in accordance with the ITFO task requirements and  SOPs/WIs
•             Provide leadership and oversight to Service Desk Manager, ITFO regional Contract Team Leads (CTLs), Technical Leads (TLs), and other field staff to maintain effective interaction, coordination, and professional conduct across all ITFO locations and ITSM functions.
•             Oversee knowledge sharing, communications, work flows, etc. between the Service Desk and ITFO teams ensuring both teams are working efficiently, leveraging current SOP and WI’s, etc.
•             Ensure Mission Critical and Mission Essential sites maintain full staffing with no vacancy over 30 calendar days, and help the PM maintain a minimal monthly vacancy rate of 3% or less for ITFO positions.
•             Oversee ITFO performance against PRS metrics (e.g., ITFO customer satisfaction, LAN/WC maintenance, patching, remote on site support timeliness, test restores, OCONUS staffing and travel support), and implement corrective actions when SLOs/AQLs are at risk.
•             Coordinate ITFO schedules and plans with GTMs and the ITFO Chief to ensure work is prioritized consistent with requirements and that all field activities are completed on time and to the required quality level.
•             Ensure Service Desk schedules provide proper coverage to ensure work quality is consistent and that SLOs are met.
•             Manage and track ITFO remote/on site support activities, ensuring contract personnel are available to travel to remote sites within one business day when required and that trip reports and other documentation are submitted within specified timelines.
•             Oversee ITFO OCONUS Tier II Support and OCONUS Travel and Logistical Support teams, ensuring staff complete required pre travel training and documentation, and that OCONUS support is delivered safely and in compliance with policy.
•             Support the Program Manager in managing ITFO staffing by advising on vacancies, required skill levels, and optimal location of resources based on operational need; ensure weekly Vacancy Reports and Monthly Staffing Reports accurately reflect ITFO status.
•             Coordinate Service Desk and ITFO participation in Rapid Response Team (RRT) events, Tiger Teams, Focus Teams, and surge operations, ensuring resource reallocations do not negatively impact baseline mission and that RRT requests and risk mitigation plans are properly prepared and submitted.
•              Ensure compliance with LAN Room/Wire Closet guidelines, including scheduled maintenance, documentation, and reporting of findings to GTMs as required by PRS.
•             Coordinate with security and SOC teams to ensure ITFO supports patching, backups, test restores, access control, and account audits in accordance with ICE security policies and schedules.
•             Monitor Service Desk and ITFO operational risks (staffing, technical, schedule, safety, travel) and contribute to the Risk Management Plan, monthly risk status reports, and PMR discussions with clear mitigation strategies and status updates.
•             Ensure Service Desk and ITFO deliverables such as trip reports, LAN/WC maintenance logs, OCONUS training/PRI/FTA/shots documents, and other related artifacts are accurate, complete, and submitted on time in the required formats.
•             Support VIP field support activities by coordinating with the Program Manager and VIP support team to ensure there is appropriate after hours and OCONUS ITFO support coverage for urgent VIP incidents.
•             Identify and recommend ITSM-focused business process improvements (As Is/To Be), contributing to BPI recommendations that increase service quality, standardization, and the ability to meet or exceed performance goals.
Qualifications:
Required: 
•             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 management of Mission Critical/Mission Essential sites and remote/OCONUS site support
•             Proven track record meeting or exceeding operational performance metrics (e.g., customer satisfaction, response times, patching, backup/test restores, remote travel response) 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 under contractual fill rate/penalty structures
•             Hands on familiarity with ITIL aligned ITSM operations (incident, request, problem/change) and enterprise ticketing tools such as ServiceNow supporting field operations workflows
•             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
Desired:
•             Prior operations management experience in DHS, DOJ, or other law enforcement/homeland security environments, especially ICE OCIO IT Field Operations or similar enterprise IT operations divisions
•             Experience overseeing IT Service Management (ITSM) environments using ServiceNow, including familiarity with ITIL based incident, problem, change, and knowledge management processes
•             Background managing programs that include both CONUS and OCONUS operations, including coordination of overseas travel, embassy/consulate environments, and differing time zones and operating conditions
•             Experience managing OCONUS IT operations, including coordination of pre travel training (DoD/CTAT), PRI/FTA documentation, medical requirements, and embassy/consulate or similar overseas environments
•             Prior responsibility for innovation initiatives in IT operations (e.g., designing new troubleshooting playbooks, automation, reusable deployment templates, or process improvements using performance/ticket data)

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.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

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