CACI International Site Support Services Lead in Chantilly, Virginia
What You’ll Get to Do:
CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through IMPACT 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. CACI will support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.
More About the Role:
The Site Support Services Lead oversees all deskside support operations at TSA HQ, the Freedom Center and TSA airport/offsite locations, ensuring the delivery of end users services for both dedicated and dispatch on-site support personnel. This candidate will be responsible for approximately 175 regionally dispersed dedicated IT specialists (Tier II personnel) who provide IT support to end users, LAN infrastructure and STIP equipment across 600+ locations. The Site Support Services lead will serve as the deputy for End User Services and responsible for managing all internal projects to drive operational efficiencies and meet TSA End User Service Level Requirements.
Responsible for delivering uniform end user operations approach across TSA HQ, Freedom Center and airport/offsite locations, ensuring consistent SOPs, processes and knowledge sharing across the organization.
Provides thought leadership to IT specialists on training, new technologies and process changes
Directly responsible for internal operations projects to deliver service delivery efficiencies and increased customer satisfaction
Tracks and monitors the performance of all end-user and STIP SLAs for site support, identifying trends and implementing corrective action when SLAs are at risk.
Ensures maintenance of database for all ongoing construction projects at each TSA facility within their region, providing weekly updates to the customer
Reviews field service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.
You’ll Bring These Qualifications:
Ability to obtain a DOD Security Clearance
Ability to obtain a DHS Entrance on Duty (EOD)
BA/BS or equivalent experience and minimum 10 years of related work experience.
These Qualifications Would be Nice to Have:
- Relevant DHS focused experience
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
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.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.