Deputy End User Operations Manager

Job Title:

Deputy End User Operations Manager

Job Category:
Project and Program Management

Time Type:
Full time

Minimum Clearance Required to Start:
None

Employee Type:
Regular

Percentage of

Travel Required:

None

Type of Travel:
None

Deputy End User Operations Manager CACI is seeking a Deputy End User Operations Manager to join our team supporting Department of Homeland Security. This person will work at the CACI National Harbor facility and go on-site to meet customers while overseeing EUS teams deployed around the NCR and the IT Continuity Management Services (ITCMS) team located ther.

As the Deputy End User Operations Manager your key responsibilities include overseeing all End-User Support (EUS) teams, the New Employee Onboarding (NEO) team, and the ITCMS team. Additionally, this role steps in to act as the End User Operations Manager when that person is on leave or unavailable, including developing and delivering contract deliverables, handling customer escalations, and attending meetings to represent DSS.

Primary focus is ensuring seamless delivery of IT services and LAN A support to TSA-Springfield, NAC, ICC-B, the St. Elizabeths campus, other DHS HQ and FPS sites within the NCR, and guaranteeing critical IT continuity during crisis, weather emergencies, transition, or other scenarios.

Responsibilities include:

• Supervise and mentor all EUS teams and the NEO team
• Ensure sufficient coverage via staffing schedules, shift coverage, and coordinate cross-campus support as needed
• Monitor performance metrics against DHS SLAs, conduct regular reviews to identify trends or patterns, and implement corrective actions, innovations, and process improvements
• Monitor daily ticket volumes and trend analysis via SNOW in collaboration with the DSS ITSM SME
• Act as a senior escalation point and be ready to authorize resources for real-time reallocations and/or to take necessary actions to resolve incidents and requests
• Ensure incident response process is followed at all times but especially during major outages and security incidents
• Conduct daily operations stand-up that encompasses stakeholders across all DSS support teams (Service Desk, Tier II, Tier III, ITCMS, and Endpoint Services)
• Ensure continuous coordination between EUS and other ITSM teams, higher level DSS and DHS stakeholders as needed during planned rollouts, major network/system/application changes, and of course - major incidents
• Conduct post-mortem reviews and drive improvement plans
• Collaborate with the ITCMS team ther to ensure continuity across sites, necessary support of continuity plans is in place, etc.
• Act as a primary point of contact for DHS Senior Leadership and be prepared with situational updates and performance metrics
• Keen eye towards initiatives that optimize workflows and encourage the adoption of automation, integration with AI services, etc.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides leadership and guidance of end-user equipment life cycle replacement support.
• Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Perform additional duties as assigned.

Required:

Active a DHS Entrance on Duty (EOD)

• Ability to obtain a Top-Secret w/SCI clearance
• Bachelor’s degree and 8 years of relevant experience or equivalency
• ITILv4 Foundations w/strong command of ITIL best practices and framework.
• Proficiency with SNOW
• Experience with crisis or incident response and documented post-mortem reporting.
• Excellent written and verbal communication, including executive-level…