Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Fort Lauderdale (FL); On-site; USD 73,800 - 106,600; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Job summary

An established industry player is looking for a dedicated Support Center Manager to lead a dynamic team in enhancing service desk operations for a major Federal agency. This full-time role emphasizes the importance of innovative solutions and effective management practices to optimize service delivery. The ideal candidate will have a strong background in Information Technology and proven experience in service desk management, focusing on customer satisfaction and operational efficiency. Join a forward-thinking organization committed to simplifying government processes and fostering innovation in technology.

Qualifications

• Experience in IT, Engineering, or Computer Science required.
• Certification in Service Desk Management is essential.

Responsibilities

• Manage service desk operations and improve customer satisfaction.
• Analyze performance metrics and implement improvements.

Skills

Information Systems

Information Technology

Management/Business Management

Computer Science

Service Desk Management

ITIL V3/V4 Standards

Statistical Analysis

Education

Bachelor's Degree in IT or related field

HDI Support Center Manager 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. This full-time, mid-level position offers a salary range of $73,800 to $106,600 per year.

Department: Information Technology

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service Desk Institute (HDI) Support Center Manager certification, with a requirement to obtain HDI Support Center Director certification within 12 months.
• Experience re-engineering or setting up service desks according to industry best practices.
• Experience securing management buy-in for service desk improvements demonstrating ROI.
• Developing and maintaining formal processes for consistency and productivity.
• Implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Recommending and implementing technology and resources to enhance service desk effectiveness.
• Building and retaining qualified teams through innovative hiring, training, and development techniques.
• Implementing staffing and scheduling models for KPI coverage at minimal costs.
• Developing a customer care philosophy ensuring satisfaction.
• Analyzing service desk performance through statistical and reporting methods.
• Enhancing the service desk's image as a front-end support group aligning with IT strategy.
• Managing incident systems in a performance-based environment complying with ITIL V3/V4 standards.

Our Commitment: CGS strives to simplify government processes through innovative, resource-optimized solutions. We value honesty, professionalism, and quality, offering 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 candidates to apply.

Join us in fostering government innovation! Explore more opportunities on our Job Board or learn more about CGS at https://www.cgsfederal.com. For inquiries, contact: [e-mail].