Deputy Operations Manager National Harbor, MD

Position: Deputy Operations Manager National Harbor, MD, US
Hybrid## Deputy Operations Manager National Harbor, MD, USApply Now Find out how well you match with this jobJob :
334345

Job Title:

Deputy Operations Manager Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:

Employee Type:
Regular Percentage of

Travel Required:

None Type of Travel:
None     
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* The Opportunity:

** CACI is seeking a Deputy Operations Manager to support a DHS IT services contract, as a key operational leader ensuring that Service Desk Tier I and ITFO Tier II operate as a cohesive, high-performing service organization. This role reports too and supports the Operations Manager and ensuring the Tier I and II teams meet performance requirements, staffing requirements, and customer satisfaction targets.

This role will assist in daily oversight, staffing and schedule management, metrics monitoring, and coordination with DHS task leads to keep frontline IT services stable, responsive, and secure across a large dynamic CONUS and OCONUS footprint. This role also contributes to VIP and special operations support, COOP readiness, and continuous improvement and innovation.

** Responsibilities:
** The Deputy Operations Manager will:

• Assist the Operations Manager in overseeing daily IT operations across Service Desk Tier I and ITFO Tier II (CONUS/OCONUS), ensuring services are delivered in accordance with the PWS, PRS, and ICE OCIO SOPs and processes.

• Support achievement of Service Desk SLOs, including answer rates, average speed to answer, first contact resolution, call abandon rate, and customer satisfaction, and implement corrective actions when performance is at risk.

• Help ensure ITFO meets incident and VIP resolution time frames at Mission Critical, Mission Essential, Standard, and OCONUS sites, including 12 hour resolution for critical incidents and 4 hour resolution for VIP incidents and tasks, as required.

• Coordinate staffing and scheduling across Service Desk and ITFO, helping maintain full staffing at Mission Critical and Mission Essential sites, supporting a minimal vacancy rate, and ensuring coverage for surge, COOP, and special operations.

• Work with GTMs and area/region leads to align operational priorities, balance workload, and ensure support is provided to all designated site types (Mission Critical, Mission Essential, Standard, OCONUS, OGA).

• Monitor operational metrics and dashboards (tickets, incident spikes, call/chat volume, resolution times, field dispatches) and support the identification and mitigation of service delivery risks.

• Support Service Desk Intake and Ticket Management processes by ensuring tickets are properly logged, routed, monitored, and updated in the ITSM tool (Service Now), and that communications with users are timely and documented.

• Assist with VIP and special operations support by coordinating rapid responses, ensuring adherence to VIP SOPs and support plans, and maintaining professional, high touch service for VIPs and high visibility events.

• Coordinate with ITFO leadership to ensure remote and on site support to field locations is provided within required time frames (e.g., travel to remote sites within one business day when needed) and that trip reports and site documentation are accurate and timely.

• Contribute to COOP planning and execution for Service Desk and ITFO, ensuring staff are trained on COOP expectations, plans are current, and operations can continue during facility outages or emergencies.

• Support the Operations Manager in preparing operational sections of Program Management Reviews (PMRs), status reports, and data calls, including metrics, incident trends, staffing updates, and risk/issue summaries.

• Help ensure adherence to security and compliance requirements, including…