Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is on the lookout for a dynamic Support Center Manager to lead their service desk operations. This exciting role involves not only managing a dedicated team but also innovating processes to enhance customer satisfaction and operational efficiency. With a focus on professional growth and collaboration, this position offers the opportunity to drive significant improvements in service delivery within a large federal agency. If you're passionate about technology and committed to excellence, this is the perfect opportunity to make a meaningful impact.

Benefits

Health, Dental, and Vision insurance

Life Insurance

401(k) plan

Flexible Spending Accounts

Paid Time Off and holidays

Qualifications

• Experience in managing service desks and improving customer satisfaction.
• Proven ability to develop teams and enhance service desk effectiveness.

Responsibilities

• Manage and enhance service desk operations for a federal agency.
• Develop processes to improve productivity and customer satisfaction.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Institute (HDI) certification

first call resolution improvement

customer care philosophy development

incident management systems

ITIL V3/V4 compliance

Education

Bachelor's degree in relevant 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 with a comprehensive technical support initiative.

**Position Details:**

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

CGS offers an environment that encourages professional growth, collaboration, and innovation, aiming to solve dynamic government challenges with cutting-edge technology.

**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 obtain Support Center Director certification within 12 months.
• Experience re-engineering or establishing service desks based on industry best practices.
• Experience demonstrating ROI improvements to government management for service desk enhancements.
• Experience developing and maintaining formal processes and procedures to increase productivity.
• Skills in improving first call resolution, managing customer perceptions, and building internal relationships.
• Ability to recommend and implement technology and resources to enhance service desk effectiveness.
• Proven ability to build and retain qualified teams through innovative hiring, training, and development techniques.
• Experience implementing staffing and scheduling models to ensure KPI coverage cost-effectively.
• Ability to develop a customer care philosophy ensuring satisfaction.
• Experience analyzing service desk performance through statistical and reporting methods.
• Skills in enhancing the service desk’s image as a front-line support that aligns with IT strategy.
• Experience managing incident management systems in performance-based environments, complying with ITIL V3/V4 standards.

**Compensation:**

Base pay range: $73,800 - $106,600 per year. Actual pay will be based on skills and experience.

**Benefits include:**

• Health, Dental, and Vision insurance
• Life Insurance
• 401(k) plan
• Flexible Spending Accounts
• Paid Time Off and holidays

CGS is an Equal Opportunity Employer. We value honesty, professionalism, and quality work, fostering an environment of support and growth.

Join us in driving government innovation. For more opportunities, visit our Job Board or learn more about CGS at our website. Contact us at [e-mail].