Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading government services provider is seeking a Support Center Manager in Phoenix, Arizona, to enhance a Federal agency's technical support initiative. The role focuses on managing service desk operations, fostering client satisfaction, and leveraging government innovation. Ideal candidates will possess strong management backgrounds, a commitment to service excellence, and relevant certifications. Join a diverse and dynamic environment offering professional growth and essential benefits.

Benefits

Health, Dental, and Vision Insurance

Life Insurance

401(k) Plan

Flexible Spending Accounts

Paid Time Off and Holidays

Qualifications

• Experience in setting up industry best practices for service desks.
• Proven ability to implement staffing models for KPI coverage.
• Familiarity with ITIL V3/V4 standards.

Responsibilities

• Manage support desk operations aligned with government initiatives.
• Enhance service desk effectiveness through methodologies.
• Analyze performance metrics for continuous improvement.

Skills

Management

Customer Perception Management

Team Building

Statistical Analysis

Process Improvement

Education

Degree in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science

Service Desk Institute (HDI) certification as a Support Center Manager

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's technical support initiative.

We value motivated, highly skilled, and creative individuals who are excited about government innovation, collaboration, and anticipating 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 become HDI Support Center Director certified within 12 months of task award.
• Experience re-engineering or setting up service desks according to industry best practices.
• Proven ability to gain government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes and procedures for consistency and productivity.
• Skills in implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and implementing technology to maximize service desk effectiveness.
• Ability to build and retain a qualified team through innovative hiring, training, and development techniques.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Developing a customer care philosophy ensuring satisfaction.
• Analyzing service desk performance using statistical and reporting methods.
• Enhancing the service desk's image as a front-line support that advances IT strategy.
• Managing incident systems in a performance-based environment aligned with ITIL V3/V4 standards.

Benefits:

• 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 celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us in driving government innovation! For more opportunities, visit: https://cgsfederal.com/join-our-team/

Learn more about CGS at: https://www.cgsfederal.com or contact us at: [e-mail]