Server & Identity Operations Lead

Server & Identity Operations Lead

The Opportunity:

CACI is seeking a Server & Identity Operations Lead to join our Tier II technical operations and maintenance team on a contract supporting Department of Homeland Security. The Server & Identity Operations Lead will provide technical leadership, oversee day-to-day operations, and manage incident escalations to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage and resolve incidents, document for root cause analysis, complete pre-defined requests, and support team performance and operational improvement.

Responsibilities:

• Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.
• Assist with team scheduling and delegating duties and tasks within the team or across multiple teams.
• Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.
• Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop support, software applications, server support, and network/systems administration.
• Work closely with other support teams to ensure incident events are handled in a timely manner.
• Handle incoming technical escalations from Service Desk, Network Operations Security Center, and other support teams.
• Draft and send incident notifications to government stakeholders and other support teams.
• Monitor and perform health checks of systems critical to infrastructure.
• Document, track, and coordinate incidents in Service Now.
• Escalate unresolved issues to Tier III.
• Join troubleshooting bridge calls for major incidents.
• Perform Tier II-level administration tasks to fulfill pre-defined requests and tasks.
• Perform patching, updates, upgrades and other maintenance activities.
• Communicate directly with end-users as necessary, to resolve issues and complete requests.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Prepare and send reports on incident status and performance of request fulfillment.
• Create and update documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train team in systems and network administration.
• Lead, mentor, and provide day-to-day guidance to Tier II staff to ensure effective incident response, request fulfillment, and operational coverage.
• Manage workload assignments, task prioritization, and team follow-through to ensure service requests, incidents, maintenance activities, and escalations are completed within established timelines.
• Conduct regular one-on-one meetings with staff members to provide coaching, discuss performance and development goals, address concerns, and document key outcomes and follow-up actions.
• Support personnel management activities, including onboarding, training plans, performance feedback, skills development, and identification of staffing or coverage needs.
• Review team performance metrics, incident trends, and operational reports to identify process improvements, training needs, and opportunities to improve service delivery.
• Serve as the primary coordination point between Tier II staff, Tier III engineering teams, government stakeholders, and other operational support teams during major incidents and high-priority issues.
• Perform additional duties as assigned.

Qualifications:

Required:

• Ability to obtain DoD Security Clearance
• Bachelor's Degree and 10 years of experience or equivalent.

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to…