Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Arlington (VA); On-site; USD 73,000 - 107,000; Full time

Job summary

Join a forward-thinking company as a Support Center Manager, where you'll lead a dedicated team in enhancing technical support for a major Federal agency. This role emphasizes collaboration and innovation while focusing on customer satisfaction. You'll implement best practices in service desk management, develop processes to boost productivity, and ensure high-quality service delivery. With a commitment to professional growth, this position offers a dynamic environment where your contributions will drive significant improvements in government services. Embrace the opportunity to make a real impact and advance your career in a supportive and rewarding setting.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience managing service desks and improving customer satisfaction.
• Ability to implement technology solutions for service desk effectiveness.

Responsibilities

• Oversee service desk operations and enhance productivity.
• Develop formal processes and recommend technology solutions.

Skills

Information Systems

Information Technology

Management/Business Management

Computer Science

Service Desk Management

Process Improvement

Team Building

Customer Satisfaction

Education

Bachelor's Degree in relevant field

HDI Support Center Manager certification

Tools

Statistical and Reporting Tools

ITIL V3/V4 Standards

Job description

Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services) is seeking a Support Center (Service Desk) Manager to join our team supporting a large Federal agency's technical support initiatives.

Pay Range: $73,800.00/yr - $106,600.00/yr (based on skills and experience; discuss with your recruiter)

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS offers an environment that supports professional growth and values collaboration, innovation, and customer satisfaction.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, with a requirement to attain HDI Support Center Director certification within 12 months of Task Order Award.
• Experience re-engineering or establishing service desks based on industry best practices.
• Proven ability to secure management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes to enhance productivity and consistency.
• Skills in implementing methodologies to improve first call resolution, manage customer perceptions, and foster internal relationships.
• Ability to recommend and implement technology solutions to improve service desk effectiveness.
• Experience building and retaining qualified teams through innovative hiring, training, and development.
• Experience designing staffing models ensuring KPI coverage at minimal costs.
• Development of customer care philosophies ensuring high satisfaction.
• Analyzing service desk performance using statistical and reporting tools.
• Enhancing the service desk's image as a strategic front-end support group aligned with IT vision and strategy.
• Management of incident systems in a performance environment adhering to ITIL V3/V4 standards.

Our Commitment:

CGS aims to optimize resources and deliver tailored solutions to government agencies, emphasizing honesty, professionalism, and quality. We value our employees and offer comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

CGS is an Equal Opportunity Employer, considering all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join us in driving government innovation! Explore more opportunities at our Job Board or learn about CGS at our website. For inquiries, contact [e-mail].