Sr. Support Center (Service Desk) Manager

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

Job summary

CGS Federal is seeking a Sr. Support Center (Service Desk) Manager to manage a technical support service desk for a federal agency. In this full-time role, you will lead a team, implement best practices, and ensure customer satisfaction through effective service delivery. A comprehensive benefits package is offered to support your professional growth.

Benefits

Health, Dental, and Vision Insurance

401k plan

Paid Time Off

Flexible Spending Account

Qualifications

• Bachelor's degree in relevant field required.
• HDI certification as a Support Center Manager is mandatory.
• Experience in managing service desks and ITIL standards.

Responsibilities

• Oversee the operational management of a technical support service desk.
• Implement methodologies to enhance service desk efficiency and customer satisfaction.
• Lead and develop a qualified service desk team.

Skills

Service desk management

Customer satisfaction

Team building

Process improvement

ITIL compliance

Education

Bachelor's degree in Information Systems, IT, Business Management, or Computer Science

HDI Support Center Manager certification

Job description

Sr. Support Center (Service Desk) Manager

Sr. Support Center (Service Desk) Manager

1 month ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$73,800.00/yr - $106,600.00/yr

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative for a large Federal agency.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Qualifications:

• Experience in one of the following disciplines: Information Systems, Information Technology,
  
  
  
  
  

Engineering, Management/Business Management, or Computer Science.

• Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award
• Demonstrated experience re‐engineering or setting up service desks according to industry best practices
• Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return on Investment
• Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity
• Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
• Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness
• Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques
• Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs
• Demonstrated experience developing a customer care philosophy that ensures customer satisfaction
• Demonstrated experience analyzing service desk performance through various statistical and reporting methods
• Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy
• Demonstrated experience managing an incident management system in a performance based environment complying with ITIL V3/V4 standards
  
  
  
  
  

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package.

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays
  
  
  
  
  

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!

Explore additional job opportunities with CGS on our Job Board:

https://cgsfederal.com/join-our-team/

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: [e-mail]

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitality, Food and Beverage Services, and Retail

Referrals increase your chances of interviewing at CGS Federal (Contact Government Services) by 2x

Sign in to set job alerts for “Senior Support Manager” roles.

Senior Program Manager, Change Management

Director of Institutional Partnerships & Strategic Giving

Public Relations Senior Vice President (B2B Technology)

Detroit, MI $132,288.00-$191,082.67 1 month ago

Deloitte + Delivery Excellence - Contractual Deal Strategy, Contracting and Risk Support (Senior Manager) - National_Office

Sr. Application Analyst - Epic | Epic Orders/Lab

Sr. Application Analyst - Epic | Ambulatory | Full Time

Sr. Application Analyst - Epic | MyChart | Hybrid Schedule

Sr. Application Analyst - Epic | Ambulatory

Detroit, MI $45,000.00-$65,000.00 1 month ago

Sr. Application Analyst - Epic | OpTime (Perioperative) / Anesthesia

Sr. Application Analyst - Epic | Care EveryWhere | Full Time

Sr. Application Analyst - Epic | Community Connect Ambulatory | Remote

Sr. Application Analyst - Epic Professional Billing | Community Connect | Full Time | Remote

Sr. Application Analyst - Epic | Inpatient Pharmacy

Senior Project Manager, Drainage/Water Resources

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.