Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is looking for a dynamic Support Center Manager to lead a dedicated team in providing exceptional technical support for a major Federal agency. This role involves re-engineering service desks, enhancing productivity, and ensuring customer satisfaction through innovative processes and methodologies. Join a forward-thinking organization committed to simplifying government operations with cutting-edge technology and skilled personnel. This is a fantastic opportunity to make a meaningful impact while enjoying a comprehensive benefits package.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

401k

Flexible spending accounts

Paid time off

Qualifications

• Experience managing service desks with industry best practices.
• Proven ability to enhance productivity and customer satisfaction.

Responsibilities

• Lead a team providing technical support for a large Federal agency.
• Implement processes to improve service desk performance and customer care.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Institute (HDI) certification

Re-engineering service desks

Developing formal processes

First call resolution methodologies

Customer care philosophies

Education

Bachelor's degree in relevant field

HDI Support Center Manager certification

Tools

ITIL V3/V4 standards

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.

Pay Range: $73,800.00/yr - $106,600.00/yr (based on skills and experience; discuss with your recruiter)

Employment Type: Full Time, Mid-level

Department: Information Technology

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science
• Service Desk Institute (HDI) certification as a Support Center Manager, with a requirement to become HDI Support Center Director certified within 12 months
• 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 formal processes and procedures to enhance productivity
• Experience implementing methodologies to improve first call resolution and manage customer perceptions
• Experience recommending and implementing technology resources to maximize effectiveness
• Experience building and retaining qualified service desk teams through innovative hiring and training
• Experience implementing staffing models for KPI coverage at reduced costs
• Experience developing customer care philosophies ensuring satisfaction
• Experience analyzing service desk performance via statistical reports
• Experience enhancing the service desk’s image as a support group that aligns with IT strategy
• Experience managing incident systems in compliance with ITIL V3/V4 standards

Our Commitment: CGS aims to simplify government processes through innovative solutions, combining cutting-edge technology with skilled personnel. We value honesty, professionalism, and quality, offering a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

We are an Equal Opportunity Employer. Join us and contribute to government innovation! Explore opportunities at our Job Board or visit our website. Contact us at [e-mail].