Senior Manager, End User Customer Support

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

Position manages delivery of end user support as part of CACI's enterprise service delivery including all end user technology services CACI. The position will report to CACI's Director of Enterprise Services Services and will work to execute the vision and strategy of CACI's Enterprise Services. The Senior Manager of end user support will work to establish clear service level objectives, key performance indicators and facilitator within the overall organization.

What You'll Get to Do:

Position manages the delivery of end user support as a key enabler of optimized enterprise service delivery including all end user technology services across CACI. The end user support Senior Manager will lead teams to ensure quality and professional support to office and field-based users. This position is responsible for managing teams that receive and respond to issues assigned via the support request ticketing system. This position will also deploy and troubleshoot desktops, laptops, operating systems, and applications supported by CACI Enterprise Services technical teams.

The position will report to CACI's Director of Enterprise Support Services and will work to execute the vision and strategy of CACI's Enterprise Services. The Senior Manager of end user support will work to establish clear service level objectives, key performance indicators and serve as a facilitator within the overall organization.

This is a broad sweeping customer support management role with the ability to work with diverse stakeholders, supporting over 22,000 end users and make a substantial impact to the business.

More About the Role:
• Managing customer support staff by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Planning, migration, tracking and executing the End User Support Services organization budget.
• Provides oversite of major end user support initiatives and leads end user support teams
• Works to develop procedures and processes to optimize the end user support experience
• Develop strategies and solutions that support enterprise end user support, develop operating models to optimize organizational performance, improve service delivery operations and create impact as a change agent.
• Responsible for internal cross-organization relationships

You'll Bring These Qualifications:

• 10 or more years of end user support services experience with a Bachelor's degree in Information Technology, Computer Science, Computer Information Systems
• Deep experience with IT and end user service delivery development methodologies, procedures, principles, and practices
• Experience in organizational transformation, strategy and service delivery optimization
• Experience leading end user support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience.
• History of Creating and maintaining SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase.
• Ability to effectively lead problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.
• Working experience with infrastructure components (LAN/WAN/Wi-Fi)
• Ability to learn new technologies, concepts, and procedures quickly.
• Management of large matrixed teams
• Experience developing service level agreements and key performance indicators
• Strong interpersonal skills and internal customer facing experience
• Best practices and experience with service and quality assurance best practices
• Progressive experience delivering large complex IT systems including ERP deployments
• Strong business acumen and proven results in driving optimization, improved customer experience and cost savings
• Strong supervisor qualities and organizational skills with the ability to adapt quickly to changing priorities and assignments.
• An outcome driven mindset and bias towards action

These Qualifications Would be Nice to Have:

• Certification as Project Management Professional (PMP).
• ITIL v3 or ITIL 4 Certification.
• CompTIA Network+ Certification.
• Working knowledge of Cyber including NIST 800-171
• Working knowledge of service delivery frameworks and methodologies, including Agile, PMBOK, ITIL, etc.

What We Can Offer You:

- We've been named a Best Place to Work by the Washington Post.

- We offer a highly flexible hybrid work model, with an estimated 50% required on-site in our Oklahoma location.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

- For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.