Server & Identity Operations Lead

Job Title:

Server & Identity Operations Lead

Job Category:
Information Technology

Time Type:
Full time

Minimum Clearance Required to Start:
None

Employee Type:
Regular

Percentage of

Travel Required:

None

Type of Travel:
None

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* The Opportunity:

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* 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:*
* Serve as a Server & Identity Operations Lead on a team responsible for break/fix support, completing pre-defined requests, and leading team execution.

Responsibilities include:

- 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.

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* Qualifications:

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Required:

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+ Ability to obtain DoD Security Clearance

+ Ability…