• Manage a team of Case Support Analysts, providing guidance, mentorship, and performance feedback. • Recruit, hire, and onboard new team members. • Develop and implement training programs to enhance the skills and knowledge of the team. • Foster a positive and inclusive team culture that promotes professional growth and development. • Oversee the daily workload and task list of the Case Support Analysts, ensuring tasks are prioritized based on customer, business, and team needs. • Ensure all team members adhere to company policies and procedures, seeking clarification or explanations when necessary. • Participate in all mandatory meetings and contribute to strategic planning and decision-making processes. • Serve as a subject matter expert on customer policies and procedures, including case coverage for all case types, issue resolution, and reporting requirements. • Provide guidance to CACI field staff regarding their responsibilities and issues raised during investigations. • Monitor team performance metrics and implement strategies to improve efficiency and effectiveness.