Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Fayetteville (AR); 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 a team in providing exceptional technical support to a major Federal agency. This role emphasizes innovation and collaboration, with a focus on optimizing service desk operations and enhancing customer satisfaction. The ideal candidate will have extensive experience in information technology and service desk management, ensuring that the team meets performance metrics while fostering a culture of professional growth. Join a forward-thinking organization dedicated to driving government innovation and making a real impact in the community.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Flexible Spending Accounts

Paid Time Off

Holiday Observances

Qualifications

• Experience in establishing service desks according to best practices.
• Strong background in managing incident management systems.

Responsibilities

• Lead and enhance service desk operations to improve customer satisfaction.
• Develop and implement strategies for effective team management.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Management

Customer Care Philosophy

Statistical Analysis

Education

Bachelor's Degree in IT or related field

HDI Support Center Manager Certification

Tools

Incident Management Systems

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 with a comprehensive technical support initiative.

Pay Range: $73,800.00/yr - $106,600.00/yr. Actual pay will depend on skills and experience.

Employment Type: Full Time, Mid-level

Department: Information Technology

About the Role

CGS aims to bring motivated, highly skilled, and creative professionals together to solve the government’s most dynamic problems using cutting-edge technology. We value collaboration, innovation, and anticipation of client needs. 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 requirement to achieve HDI Support Center Director certification within 12 months of Task Order Award.
• Experience re-engineering or establishing service desks according to industry best practices.
• Experience securing management buy-in from government stakeholders to improve service desk ROI.
• Experience developing and maintaining formal processes and procedures for consistency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and deploying technology to enhance service desk effectiveness.
• Experience building and retaining qualified teams through innovative hiring, training, and development techniques.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Experience developing customer care philosophies ensuring satisfaction.
• Experience analyzing service desk performance using statistical and reporting methods.
• Experience enhancing the service desk's image as a front-line support that aligns with IT vision and strategy.
• Experience managing incident management systems in a performance-based environment compliant with ITIL V3/V4 standards.

Our Commitment

CGS strives to simplify government processes by optimizing resources and delivering tailored solutions. We are committed to honesty, professionalism, and quality work, fostering a supportive environment that encourages professional growth.

Benefits

• Health, Dental, and Vision Insurance
• Life Insurance
• 401(k) Plan
• Flexible Spending Accounts (Health, Dependent Care, Commuter)
• Paid Time Off and Holiday Observances

CGS is an Equal Opportunity Employer. We consider all applicants without regard to 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 visit our website. Contact us at [e-mail].