CACI International Service and Performance Improvement Lead in Chantilly, Virginia

Job Description:

CACI is currently looking for outstanding IT candidates to join our DHS Secure Enterprise Network Systems, Services & Support (SENS3) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through SENS3 including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services.

Functional Responsibility:

CACI are looking for highly energetic and self-motivated applicants that can be the interaction between Operations to the Users. you will serve as member of the Operations Support and User Experience team. You will be performing duties in performance assessment, quality records management, gathering and reporting metrics data, developing and conducting training and supporting QA and Performance meetings, conference, briefings and customer outreach.


  • Provide and maintain centralized notification service to notify users of important alerts and events

  • Permit users to review current and past notifications

  • Perform integration of management tools into a single, common tool stack with Microsoft System Center (SC) Suite

  • Assess feedback, performance, and other metrics to identify potential CSI initiatives to improve service lifecycle processes

  • Enable users to request standard services through Service Desk, web interface, or Service Catalog

  • Provide access management and request fulfillment consistent with ITIL best practices and written SOPs

  • Collect, track, and report metrics that indicate Request Fulfillment performance

  • Develop and manage technical and functional requirements for CSI initiatives

  • Measure results from CSI initiatives from a combination of metrics to determine effectiveness of implemented CSI initiatives

  • Review PWS and other customer requirements, apply current performance metrics and recommend new/adjusted metrics where appropriate for customer approval.

  • Develop and document standardized QA processes.

  • Support the quality management system and its performance in accordance with customer.

  • Gather performance metric data and provide results to the customer per the TOR.

  • Integrate automated tools that monitor network performance.

  • Conduct customer satisfaction surveys, assess results and take corrective action to improve customer satisfaction.

  • Maintain data repository of quality records for trend analysis and predictive assessment of future IT implementations.

  • Understand the implementation of ITIL methodology.

  • Post quality results to the Enterprise Support Portal.

  • Establish/modify assessment criteria based on applicable standards, templates and mutual agreement with the customer.

  • Conduct independent assessments audits and reviews, analyze data and documentation and verify adherence to established standards, processes and procedures.

  • Respond to assessment clarification requests.

  • Coordinate client meetings, briefings and tiger team activities.

  • Participate in reviews with SMEs, stakeholders to address QA and performance issues.

  • Coordinate actions of the Quarterly Joint Metrics Review Board.

  • Address quality assurance issues and maintain compliance with applicable regulatory requirements.

  • Develop and present Quality/Performance training.

  • Develop continuous performance improvement initiatives, identify areas of improvement.


  • Current TS/SCI Clearance

  • DHS EOD Eligible (Active EOD preferred)

  • Excellent written and oral communication skills

  • Effective and efficient Time management of self and team duties

  • Able to plan and prioritize team workload to ensure objectives are achieved on time.

  • Strong written and verbal communication skills

  • Passion for learning and knowledge transfer

  • Typically requires a Bachelor’s Degree and 7-9 years of professional IT experience preferably in a federal environment and or experience in lieu of degree.

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where 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. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.