Sr. Support Center (Service Desk) Manager

Contact Government Services, LLC; Peoria (IL); On-site; USD 73,000 - 107,000; Full time

Job summary

Join a forward-thinking company as a Sr. Support Center Manager, where you will lead a dedicated team in optimizing service desk operations for a large Federal agency. This role is pivotal in enhancing government innovation through effective management and innovative solutions. You will be responsible for implementing best practices, building a strong service desk team, and ensuring customer satisfaction. With a commitment to professional growth and a supportive work environment, this is an exciting opportunity to make a significant impact in the public sector. If you are passionate about technology and service excellence, this position is perfect for you.

Benefits

Health, Dental, and Vision Insurance

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Qualifications

• Experience in IT, Engineering, or Management disciplines is essential.
• HDI certification required; Director certification within 12 months.

Responsibilities

• Manage and improve service desk operations according to best practices.
• Develop processes for increased productivity and customer satisfaction.

Skills

Service Desk Management

ITIL V3/V4 Standards

Customer Care Philosophy

Statistical Analysis

Team Building and Development

Process Improvement

Government Management Buy-in

Education

Bachelor's Degree in Information Systems

Bachelor's Degree in Computer Science

HDI Support Center Manager Certification

Tools

Incident Management Systems

Service Desk Software

Job description

Sr. Support Center (Service Desk) Manager

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. 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:

1. Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
2. 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.
3. Demonstrated experience re‐engineering or setting up service desks according to industry best practices.
4. Demonstrated experience obtaining Government management buy‐in for improving the service desk by demonstrating greater Return on Investment.
5. Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
6. Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
7. Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
8. Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
9. Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
10. Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
11. Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
12. Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
13. 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.

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!

For more information about CGS please visit: https://www.cgsfederal.com or contact: Email: [e-mail]

$73,800 - $106,600 a year