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Switchboard Manager

Job Description

What You’ll Get to Do:

CACI is currently looking for outstanding IT candidates to join our DHS team in the National Capital Region (NCR). CACI is providing a variety of IT services to this customer including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services.

The Switchboard Manager will provide daily management and oversight of 24x7x365 switchboard operations. The employee will be assessing, managing and operating a dynamic Switchboard environment responsible for handling more than 17,000 calls per month.  The ideal candidate must be able to communicate effectively with a wide variety of internal customers as well as the general public.

More About the Role:

  • Oversee 24x7x365 switchboard operations, including the supervision, motivation and development of a team of 10+ switchboard operators
  • Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs
  • Responsible for complex service delivery tasks and development of standards and processes for scheduling, administration, and operations
  • Interviews, selects and trains staff to provide quality results for the organization as needed
  • Ensure that communications to key stakeholders are provided in a concise and timely manner
  • Track and analyze trends in Switchboard call requests and generate statistical reports. Identify problems and implement solutions
  • Provide written and oral communications, make recommendations for improving documentation
  • Create reports pertaining to switchboard operations for approval by the customer
  • Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
  • Provide recommendation to the Government on issues/problems identified and reported in trend analysis

You’ll Bring These Qualifications:

  • DHS EOD Eligibile (Active EOD preferred)
  • Typically requires a bachelor’s degree or equivalent, and 8 years of related work experience, including at least 3 year of experience managing personnel and operating a dynamic Switchboard environment responsible for handling more than 17,000 calls per month. 
  • Knowledge of Avaya Telephony tools and call tree capabilities is required in order to understand how best to leverage technology to drive down wait and response times
  • Experience using an ITSM tool to drive service delivery and performance
  • Proven leadership skills with the ability to coach team members
  • Able to effectively influence and develop strong relationships with key stakeholders
  • Effective communicator across a range of business levels
  • Ability to be on call nights/weekends/holidays to ensure all shifts are covered

These Qualifications Would be Nice to Have:

  • ITIL v3 certification
  • Customer Service certification

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Company Name:
Security Clearance:
Washington, District of Columbia
United States
Not Specified
Job Number:

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