The Opportunity:

The New Employee Onboarding (NEO) Manager oversees the end‑to‑end scheduling, coordination, and delivery of new employee IT hardware within the NCR. This position leads and manages a team of 3–4 Tier II IT technicians, ensuring consistent, high‑quality support for end users and end‑user hardware (laptops, desktops, VDI, mobile devices, printers, etc.). The NEO Manager serves as the primary operational liaison to the DHS NEO Lead, delivering timely updates on ticket inquiries, onboarding coordination, workflow issues, and team performance. The Manager is accountable for meeting all service KPIs, ensuring ticket accuracy, operational readiness, and adherence to federal onboarding processes.


Responsibilities:

• Serve as the primary CISA/DHS customer engagement point for escalations, onboarding schedule coordination, and overall communication regarding NEO workflow status.

• Ensure exceptional customer service delivery by overseeing the entire NEO experience and ensuring technicians follow standardized procedures.
• Monitor team KPIs and SLA performance daily, implementing corrective action plans when trends indicate SLA risk.
• Conduct monthly ticket and process audits, ensuring routing accuracy, complete work notes, and compliance with standardized documentation formats.
• Lead continuous improvement initiatives by reviewing service delivery processes, recommending enhancements, and evaluating new tools, technologies, and workflows.
• Oversee the creation, maintenance, and version control of SOPs, work instructions, knowledge base content, and training guides.
• Cultivate a collaborative team environment that emphasizes open communication, accountability, and strong customer focus.
• Ensure accurate and timely coordination of on‑site and remote hardware deployments, including communication with CORs/POCs, verification of address eligibility, and compliance with NCR/local deployment rules.
• Manage escalations involving account issues, Intune enablement status, re‑enablement workflows, and ticket lifecycle dependencies across teams (EUS, ICAM/SailPoint, COR/POC).
• Oversee all Laptop Provisioning activities for required deployment preparation

 

Qualifications:

Required: 

• Experience managing IT support or deskside support teams, preferably in a federal or enterprise environment.
• Bachelors Degree and 8 years of relatable experience

• Demonstrated ability to oversee onboarding workflows, including verification of account creation, updating trackers, scheduling deployments, and ensuring completion of ServiceNow SCT tasks (Create Account, Confirm User Account Created).
• Experience working cross‑functionally with CORs/POCs, federal onboarding teams, and technicians to coordinate GFE deployments and account readiness.
• Ability to evaluate and update onboarding tickets with required status (Intune enabled/disabled), hardware requirements, customer notes, and deployment details.
• Experience developing SOPs, templates, work instructions, and maintaining structured knowledge repositories.
• Strong written and verbal communication skills, including customer‑facing correspondence and escalation management.
• Proficiency in troubleshooting Windows Operating Systems (Windows 10/11), Microsoft Office products, and common browsers.
• Experience installing, upgrading, reprovisioning, and removing software; including coordination of provisioning projects (Windows and Mac).
• Experience using ServiceNow (or similar ITSM tools) to manage incidents, requests, SCT tasks, and update workflow statuses through completion.
• Extensive experience with IMAC processes (Install, Move, Add, Change) and coordinating asset logistics for local and remote deployments.
• Experience with Intune, account verification, administration, and PIV authentication.
• Ability to assign local users as primary users in Intune and validate hardware association as part of onboarding requirements.
• Ability to interpret onboarding documentation, audit ticket content, and ensure alignment across systems such as CISA ALM, CISANet GAL, and Microsoft Intune.
• Ability to rapidly learn new technologies and adhere to DHS/CISA‑specific application workflows and procedures.
  

Desired:

• Project management experience, including workflow ownership and cross‑team coordination.

• ITIL 4 Foundations certification.
• Experience supporting federal onboarding environments, including coordination with SailPoint/ICAM teams, re‑enablement ticket processes, and NEO scheduling. 

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.

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: