Enterprise Service Desk Operations Manager

Enterprise Service Desk Operations 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: Continental US

* * *

The Opportunity:
CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.
CACI has an excellent opportunity for an experienced, self-directed Enterprise Service Desk (ESD) Operations Manager. As a senior manager you are responsible for overseeing the day-to-day operations across multiple support functions while driving strategic initiatives to enhance service delivery, improve efficiency, and ensure a high-quality, customer-focused support experience.

Responsibilities:

Responsible for leading and overseeing the day-to-day operations of enterprise-level IT support services, ensuring efficient, high-quality, and customer-focused delivery. This role manages service performance, staffing, and support processes, with a focus on meeting service level agreements (SLAs), improving operational efficiency, and aligning support functions with organizational goals. Acting as a strategic leader and escalation point, drives continuous improvement initiatives, fosters team development, and collaborates across the program to enhance the end-user experience.

• Oversee 24/7 enterprise service desk operations, ensuring service continuity, rapid incident response, and alignment with DoD mission requirements, and ensure SLAs are consistently met or exceeded.
• Act as a key decision-maker for real-time response and operational reporting while driving process improvements and overall service desk efficiency.
• Provide strategic leadership for global IT support operations critical to DoD mission readiness. Ensure the service desk aligns with priorities, delivering secure, timely, and reliable support.
• Serve as a senior advisor to stakeholders, connecting daily operations with long-term strategies by driving performance, accountability, and excellence.
• Guide hands-on learning, mentoring, and coaching to equip team members for evolving challenges and build a resilient, skilled workforce.
• Drive service desk modernization by implementing automation, virtual agents, AI/ML tools, and self-service solutions to speed resolution and lower costs. Evaluate emerging technologies to ensure an agile, scalable support environment aligned with future-force IT architecture, boosting mission readiness and user satisfaction.
• Lead performance reporting, briefings, and service quality assessments, delivering actionable insights to your team and program leaders. Analyze trends, identify recurring issues, and conduct root cause analysis to drive improvements and ensure mission continuity.

Qualifications:

Required: 

• Must be able to obtain and maintain a DoD Secret Clearance
• 15+ Years of Service Desk or IT support experience. (Bachelor’s Degree may be substituted for 5 years of experience).
• 5+ years in a leadership role overseeing service desk or IT operations
• Demonstrated experience managing large-scale IT support teams (100+ personnel)
• Strong understanding of ITIL principles and incident, problem, and change management
• Experience ensuring SLA compliance, workforce scheduling, performance management, and service delivery optimization
• Ability to lead in a 24/7 operational environment with mission-critical systems.

Desired:

• Experience supporting DoD or Department of the Air Force user environments
• ITIL v4 Foundation certification (or higher)
• DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)
• Familiarity with ServiceNow or similar enterprise ITSM platforms
• Background in continuous improvement, including implementation of automation, AI/ML, or self-service tools
• Master’s degree in IT, Management, Cybersecurity, or related field

-

________________________________________________________________________________________

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 our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

________________________________________________________________________________________

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$77,300 - $170,200

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.