Service Center Manager
Listed on 2026-09-12
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IT/Tech
HelpDesk/Support, IT Support, Systems Administrator, IT Project Manager
Job Title:
Service Center Manager Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
Secret Employee Type:
Regular Percentage of
Travel Required:
Up to 10%
Type of Travel:
Local* * *
The Opportunity:
CACI is seeking a dynamic Service Center Manager to lead and transform our mission-critical IT service operations supporting a vital government program. In this key leadership role, you'll direct all aspects of our Service Center operations, including Service Desk management, Desktop Support teams, incident response and IT service request fulfillment, ticket escalation workflows, user communications and notifications, mobile device support, and the development and maintenance of knowledge base articles and standard operating procedures.
We're looking for an innovative leader who excels at building high-performing teams and delivering exceptional customer experiences in fast-paced, demanding environments. Your ability to balance operational excellence with continuous improvement will be essential as you drive service maturity, implement best practices, and ensure seamless support delivery for a geographically distributed user base operating around the clock.
This role presents an outstanding opportunity to shape the future of IT service delivery for a program of critical importance. You'll lead from the front, championing customer-centric service culture while implementing modern service management practices that enhance efficiency, reduce resolution times, and elevate user satisfaction.
Responsibilities:
Provide strategic leadership and operational management for all Service Center functions, including Service Desk, Desktop Support, and Tier 0-II support teams
Ensure 24/7/365 availability of service center operations with consistent, high-quality support delivery to geographically dispersed users
Oversee incident management, service request fulfillment, and ticket escalation processes to ensure timely resolution and optimal resource utilization
Develop, implement, and enforce service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
Monitor and analyze service metrics, trends, and performance data to identify improvement opportunities and drive operational excellence
Lead
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