Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is seeking a dynamic Support Center Manager to lead a technical support initiative for a major Federal agency. This role is pivotal in enhancing service desk operations, requiring a blend of management skills and technical expertise. The ideal candidate will thrive in a collaborative environment, driving innovation and efficiency while ensuring customer satisfaction. With a commitment to professional growth and a supportive workplace culture, this opportunity offers a chance to make a significant impact in government services. Join a team dedicated to transforming processes and delivering quality support.

Benefits

Health, Dental, and Vision Insurance

Life Insurance

401(k) Plan

Flexible Spending Accounts

Paid Time Off and Holidays

Qualifications

• Experience managing service desks and technical support initiatives.
• HDI certification required with a commitment to further certification.

Responsibilities

• Manage a technical support initiative for a large Federal agency.
• Develop and maintain formal processes for service desk consistency.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Institute Certification

Incident Management Systems

ITIL V3/V4 Standards

Education

Bachelor's Degree in a related field

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 role involves managing a technical support initiative and requires a candidate with relevant experience and certifications.

Salary 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 Details

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

Job Description

CGS is looking for a Support Center (Service Desk) Manager to support a wide-ranging technical support initiative for a large Federal agency. We value motivated, highly skilled, and creative individuals who are excited to contribute to government innovation, appreciate collaboration, and anticipate the needs of others. 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 HDI Support Center Manager, with a requirement to become HDI Support Center Director certified within 12 months of Task Order Award.
• Experience re-engineering or setting up service desks according to industry best practices.
• Experience obtaining Government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes for consistency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and implementing technology resources to maximize effectiveness.
• Experience building and retaining qualified service desk teams through innovative hiring, training, and development.
• Experience implementing staffing and scheduling models for KPI coverage at low costs.
• Experience developing a customer care philosophy ensuring customer satisfaction.
• Experience analyzing service desk performance through statistical and reporting methods.
• Experience enhancing the service desk’s image as a front-end support group aligning with IT strategy.
• Experience managing incident management systems in a performance-based environment complying with ITIL V3/V4 standards.

Our Commitment

CGS strives to simplify and enhance government processes through innovative use of human, technical, and financial resources. We are committed to honesty, professionalism, and delivering quality work, fostering an environment of support and growth for our employees.

Benefits

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

CGS is an 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 in driving government innovation! Explore more opportunities on our Job Board or visit our website. For inquiries, contact: [e-mail].