Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is seeking a dynamic Support Center Manager to lead a technical support initiative for a large Federal agency. This pivotal role involves enhancing service desk effectiveness and implementing best practices to improve customer satisfaction. The ideal candidate will possess strong management skills, a commitment to innovative solutions, and the ability to build and retain a qualified service desk team. With a focus on driving government innovation, this position offers a unique opportunity to contribute to meaningful change while enjoying comprehensive benefits and a supportive work environment.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience managing technical support initiatives in IT.
• Proven ability to implement methodologies for service desk improvement.

Responsibilities

• Manage a technical support initiative within the IT department.
• Develop and maintain formal processes for efficiency and productivity.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

HDI Support Center Manager certification

Service Desk Improvement

Customer Care Philosophy Development

ITIL V3/V4 Standards

Education

Bachelor's Degree in relevant field

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. This role involves managing a technical support initiative within the Information Technology department.

Pay Range: $73,800.00/yr - $106,600.00/yr (based on skills and experience)

Employment Type: Full Time, Mid-level

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, with a goal to attain HDI Support Center Director certification within 12 months.
• Experience re-engineering or setting up service desks according to industry best practices.
• Experience obtaining management buy-in for service desk improvements and demonstrating ROI.
• Experience developing and maintaining formal processes for efficiency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and implementing technology to enhance service desk effectiveness.
• Experience building and retaining qualified service desk teams through innovative hiring, training, and development.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Experience developing customer care philosophies to ensure satisfaction.
• Experience analyzing service desk performance with statistical and reporting methods.
• Experience managing incident systems in compliance with ITIL V3/V4 standards.

Our Commitment: We aim to simplify government processes through innovative solutions, combining technology with skilled personnel. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Contact Government Services (CGS) is an Equal Opportunity Employer. We encourage diverse applicants to apply.

Join us in driving government innovation! Explore additional opportunities on our Job Board or visit our website. For inquiries, email: [e-mail].