Service Center IT Support Shift Lead (BIT)

The Service Center IT Support Shift Lead (BIT) serves as the secondary operational leader for the ISC providing oversight coordination and personnel management support for day-to-day service desk operations. Acting as the direct deputy to the Service Operations Manager this role is responsible for ensuring operational continuity workforce accountability service quality and effective execution of ISC support functions across all shifts.

The Service Center IT Support Shift Lead provides leadership and direction to ISC personnel while maintaining situational awareness of operational workloads staffing queue health and customer-impacting issues. This role is responsible for supporting employee performance management activities coordinating operational priorities improving service delivery processes and ensuring alignment between frontline operations and program leadership objectives.

Success in this role is defined by the ability to drive operational efficiency maintain SLA compliance support workforce development and ensure consistent delivery of high-quality customer support in a dynamic mission environment. The Deputy Operations Lead serves as a key liaison between frontline account management staff technical teams site leadership and ISC program management to ensure effective communication accountability and operational readiness.

Responsibilities:

Operations & Queue Management

Oversee day-to-day ISC operations ensuring all HelpNow queues are actively managed and tickets are assigned progressed and resolved in accordance with SLA requirements
Monitor operational workload staffing levels and queue health adjusting assignments and coverage as needed to maintain service continuity and operational efficiency
Serve as an escalation point for complex high-priority or customer-impacting incidents before engagement with Tier 2 or specialized technical teams
Identify operational bottlenecks recurring issues and service trends coordinating with leadership to implement process improvements and enhance service delivery
Support cross-functional coordination between ISC MIT IO and other program teams to ensure effective communication and issue resolution

Service Desk & Customer Support

Support frontline account management service desk operations across phone email chat and walk-up channels ensuring timely and professional customer support
Perform or oversee incident triage troubleshooting escalation and resolution activities across mission and enterprise infrastructure platforms
Ensure accurate ticket documentation operational tracking and adherence to established customer service and SLA standards
Maintain situational awareness of operational issues and communicate priority concerns outages or service impacts to leadership and stakeholders as appropriate

Personnel Leadership & Workforce Management

Provide day-to-day leadership guidance and oversight for ISC personnel across all operational shifts
Support personnel management activities including performance evaluations merit recommendations attendance oversight corrective actions and employee development initiatives in coordination with leadership
Lead onboarding training coaching and cross-training efforts to strengthen workforce capability and operational readiness
Assist with workforce planning scheduling staffing coordination and employee engagement efforts to ensure adequate operational coverage and team effectiveness
Foster a professional collaborative and customer-focused team environment centered on accountability and continuous improvement

Personnel Leadership & Workforce Management

Provide day-to-day leadership guidance and oversight for ISC personnel across all operational shifts

Support personnel management activities including performance evaluations merit recommendations attendance oversight corrective actions and employee development initiatives in coordination with leadership

Lead onboarding training coaching and cross-training efforts to strengthen workforce capability and operational readiness

Assist with workforce planning scheduling staffing coordination and employee engagement efforts to ensure adequate operational coverage and team effectiveness

Foster a professional collaborative and customer-focused team environment centered on accountability and continuous improvement Reporting & Program Support

Contribute operational updates queue status and service metrics to program leadership and daily operational standups

Support SLA reporting trend analysis and operational performance tracking by providing accurate shift-level reporting and identifying risks or anomalies

Participate in policy procedure and knowledge base development efforts to improve operational consistency and service effectiveness

Required Qualifications:

Active TS/SCI with Polygraph (mandatory)

Current DoD 8570 IAT Level II Certification (e.g. Security)

Demonstrated experience supporting enterprise or mission-focused service desk operations in a lead or supervisory capacity

Proven experience leading teams managing operational priorities and coordinating personnel in a fast-paced support environment

Experience with Microsoft Active Directory administration including user accounts access permissions and group policy management

Proficient with HelpNow or equivalent ITSM/CRM ticketing platforms for incident management queue oversight and reporting

Understanding of networking fundamentals including DNS DHCP and TCP/IP

Strong written and verbal communication skills with the ability to interface effectively across technical teams and multiple levels of leadership

Ability to manage competing operational priorities staffing requirements and customer-impacting issues under pressure

Strong customer service orientation with experience supporting users in a 24x7 operational environment

Desired Qualifications:

Experience administering or supporting UNIX Linux and Windows environments

Experience supporting operational reporting workforce management or service delivery improvement initiatives

Experience developing process documentation knowledge base content or operational procedures

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 youll be part of a high-performing group dedicated to our customers 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. Youll 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 nations 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.

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.

The proposed salary range for this position is: