Enterprise IT Service Manager Job Category: Consulting Time Type: Full time Minimum Clearance Required to Start: TS/SCI Employee Type: Regular-Long Term Assignment Percentage of Travel Required: Up to 10% Type of Travel: Outside Continental US * * * **The Opportunity:** + Promote and implement IT Service Management (ITSM) principles and processes to all groups interacting with Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk (ESD). + Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings. + Support exceptional customer service through superior leadership qualities – meeting deadlines, motivating, and mentoring teams, exercising effective decision-making, and maintaining a commitment to high performance. + Serve as a liaison between ISR Maintenance Operations Center, Technology Infrastructure, business stakeholders, and end users. + Apply critical thinking skills in a challenging and fast paced environment to resolve customer priorities. + Identify opportunities for organic and new growth in contract scope and value. **Responsibilities:** + Ensure Service Level Agreements and client expectations are met. + Engage with client and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate solutions or issues. + Provide continuous process improvement through incident management and problem management. + Develop metrics deliverables and provide analysis for leadership consideration that will drive maintenance and sustainment actions. + Performs ticket management processing for incident and problem management to resolve site issues. **Qualifications:** Required: + Active TS/SCI security clearance. + Bachelor’s degree or 6 years equivalent experience. + A minimum of four years of operational AF DCGS experience Desired: + Enterprise Level Helpdesk and Customer Service Experience + A familiarity with IT Service Management (ITSM) and/or DESMF + Experience with simultaneously managing multiple projects and teams + ITIL v4 certification + Experience with Remedy, Solutions Business Manager, or ServiceNow + Prior experience as an ITSM Service Level Manager + Ability to engage stakeholders through collaborative tools and services This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. _____________________________________________________________________________ **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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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. **Your potential is limitless.** So is ours. Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci) _____________________________________________________________________________ **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 (https://careers.caci.com/global/en/employee-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: $62,200-$130,600 _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._