Sr. Support Center (Service Desk) Manager

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

Job summary

Join a forward-thinking company as a Support Center Manager, where your expertise in IT and service desk management will be pivotal in supporting a large Federal agency. This role emphasizes collaboration, innovation, and proactive service, allowing you to lead a team in optimizing resources and enhancing customer satisfaction. With a focus on professional growth and advanced technology, you will play a vital role in transforming government processes. If you're passionate about driving improvements and building effective teams, this is the opportunity for you!

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in IT, Engineering, or Computer Science.
• Certified as a Support Center Manager, aiming for Director certification.

Responsibilities

• Manage service desk operations to improve productivity and service quality.
• Develop formal processes to enhance service desk performance.

Skills

Information Systems

Information Technology

Management/Business Management

Computer Science

Service Desk Management

Process Improvement

Team Building

Customer Care Philosophy

Statistical Analysis

ITIL V3/V4 Standards

Education

Bachelor's Degree in Information Technology or related field

Service Desk Institute Certification

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 with a wide-ranging technical support initiative.

This role offers a salary range of $73,800.00/yr - $106,600.00/yr. Actual pay will depend on skills and experience, so please discuss with your recruiter.

Position Details

• Employment Type: Full Time, Mid-level
• Department: Information Technology

Job Description

CGS aims to bring motivated, skilled, and creative professionals together to solve government challenges with cutting-edge technology. We value collaboration, innovation, and proactive service. Our environment supports professional growth through various learning opportunities.

Qualifications

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service desk Institute (HDI) certified as a Support Center Manager, with a goal to achieve HDI Support Center Director certification within 12 months.
• Experience re-engineering or establishing service desks according to industry best practices.
• Proven ability to obtain government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes to increase productivity and ensure consistency.
• Skills in implementing methodologies to improve first call resolution, manage perceptions, and build internal relationships.
• Ability to recommend and implement technology and resources to maximize effectiveness.
• Experience building and retaining qualified teams through innovative hiring, training, and development.
• Experience designing staffing models for KPI coverage at minimal cost.
• Developing customer care philosophies to ensure satisfaction.
• Analyzing service desk performance using statistical and reporting tools.
• Enhancing the service desk's image as a strategic IT support group.
• Managing incident systems in compliance with ITIL V3/V4 standards.

Our Commitment

CGS is dedicated to simplifying government processes by optimizing resources with advanced technology and talented personnel. We are committed to honesty, professionalism, and delivering high-quality solutions.

We offer comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Equal Opportunity Employer

We consider all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join Us

Be part of government innovation! Explore more opportunities at our Job Board or visit our website. For inquiries, contact [e-mail].