Integrated Service Center

Integrated Service Center – Incident Manager

Job Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *

CACI is seeking a highly energetic Integrated Service Center – Incident Manager to work in the VA area. Do you enjoy
resolving issues over the phone, email, or remote support technology to deliver a high level of client/customer
satisfaction? Do you have a passion for process and policy review? If this is you, join CACI to lead a team of talented
individuals on the exciting All Spark Project.

What You’ll Get to Do:
• The Incident Manager will manage Tier 1 day to day operations.
• Ensure quality, weekly metrics and reporting, and appropriate coverage for 24x7 operations.
• Foster a culture of service with the staff to help deliver a positive customer experience for users with diverse business
needs.
• Leverage coaching and feedback, collaboration, and performance measures to influence the team in delivering a
common positive experience.
• Operates with a variety of ITSM tools and levels of ITSM process maturity across multiple decentralized locations.
• Build a culture of service and leveraging tools and skills to move the team forward.
• Creative problem-solving skills in dealing with complex business and IT challenges that cross multiple domains.

You’ll Bring These Qualifications:
• Candidate must have current 8570 (Security +) certification
• Provide first contact resolution or effective triage and escalation of all issues and requests.
• Supervise, hire, train, and evaluate the performance of staff. Facilitate a collaborative environment with cross-training
and staff development.
• Provide leadership to deliver efficient and effective operations for end user service support.
• Develop policies and procedures to support a repeatable and customer-oriented service.
• Ensure a knowledge management approach that is repeatable and documents accurate solutions.
• Responsible for monitoring and reporting on SLAs and metrics trends.
• Develop internal KPIs to manage SLAs.
• Facilitate interaction between the Service Desk and other departments to foster positive communication throughout the
organization.

These Qualifications Would be Nice to Have:
• 5+ years of Customer Service or IT Service Management Experience
• Experience troubleshooting Microsoft Desktop Operating Systems
• Ability to create and maintain an inclusive team environment
• Demonstrated ability to continuously improve services and procedures
• Bachelor's Degree or an equivalent combination of education and work experience

allspark

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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. 

Your potential is limitless. So is ours.

Learn more about CACI here.

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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 morehere.

The proposed salary range for this position is:

$45,400 - $90,900