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 looking for a dynamic Support Center Manager to lead their service desk team. This role is crucial in supporting a large Federal agency's technical initiatives, fostering innovation, and ensuring high-quality service delivery. The ideal candidate will have extensive experience in IT management and a proven track record of implementing best practices in service desk operations. This position offers a collaborative environment that prioritizes professional growth and employee support, making it an exciting opportunity for those passionate about government innovation and technology.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in service desk management and re-engineering.
• Proven ability to improve first call resolution rates.

Responsibilities

• Manage service desk operations and enhance effectiveness.
• Develop staffing models for optimal KPI coverage.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Management

Customer Care Philosophy

Statistical Analysis

Education

HDI Support Center Manager Certification

HDI Support Center Director Certification

Tools

ITIL V3/V4 Compliance

Job description

Sr. Support Center (Service Desk) Manager

CGS Federal is seeking a Support Center (Service Desk) Manager to join our team supporting a large Federal agency with a comprehensive technical support initiative.

Compensation: $73,800.00/yr - $106,600.00/yr (pay range provided by CGS Federal; actual pay depends on skills and experience)

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS offers a collaborative environment focused on government innovation, professional growth, and support for our employees.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science
• Service desk Institute (HDI) certification as a Support Center Manager, with a requirement to attain HDI Support Center Director certification within 12 months
• Proven experience in re-engineering or establishing service desks according to industry best practices
• Experience in securing management buy-in for service desk improvements and demonstrating ROI
• Development and maintenance of formal processes and procedures
• Implementation of methodologies to improve first call resolution and manage customer perceptions
• Recommendations and implementation of technology to enhance service desk effectiveness
• Building and retaining qualified teams through innovative hiring and training
• Developing staffing models for KPI coverage at minimal cost
• Creating a customer care philosophy ensuring satisfaction
• Analyzing performance through statistical and reporting methods
• Enhancing the service desk image aligning with IT strategy
• Managing incident systems in compliance with ITIL V3/V4 standards

Our Commitment:

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

We are an Equal Opportunity Employer and encourage diverse applications.

Additional Information:

Join our team and contribute to government innovation! Explore more opportunities at our Job Board or visit our website. Contact us at [e-mail].