Sr. Support Center (Service Desk) Manager

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

Job summary

CGS Federal is seeking a Support Center (Service Desk) Manager for a full-time position in Springfield, Illinois. The ideal candidate will lead a service desk team, aimed at improving operational efficiency and ensuring exceptional customer care. Candidates must have a strong IT background, relevant certifications, and demonstrate the ability to enhance service delivery through strategic improvements and innovative solutions.

Benefits

Health, dental, vision, life insurance

401k

Flexible spending accounts

Paid time off

Qualifications

• Experience managing incident management systems in compliance with ITIL V3/V4 standards.
• Experience developing and maintaining formal processes for efficiency and consistency.
• Experience in re-engineering or setting up service desks according to best practices.

Responsibilities

• Manage a team to enhance service desk effectiveness and customer satisfaction.
• Develop processes aimed at improving service desk performance and efficiency.
• Implement staffing models for KPI coverage at minimal costs.

Skills

Experience in Information Systems

Experience in Information Technology

Skills in improving first call resolution

Skills in managing customer perceptions

Ability to recommend and implement technology

Experience in building and retaining qualified teams

Experience analyzing service desk performance

Education

HDI Support Center Manager certification

Degree in Engineering or Management

HDI Support Center Director certification (goal)

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 full-time, mid-level position offers a salary range of $73,800 to $106,600 per year.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, with a goal to obtain HDI Support Center Director certification within 12 months.
• Experience in re-engineering or setting up service desks according to industry best practices.
• Experience in securing management buy-in for service desk improvements and demonstrating ROI.
• Experience developing and maintaining formal processes for efficiency and consistency.
• Skills in improving first call resolution, managing customer perceptions, and building internal relationships.
• Ability to recommend and implement technology to enhance service desk effectiveness.
• Experience in building and retaining qualified teams through innovative hiring and training.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Ability to develop a customer care philosophy ensuring satisfaction.
• Experience analyzing service desk performance using statistical and reporting tools.
• Skills in enhancing the service desk's image as a front-line support aligned with IT vision and strategy.
• Experience managing incident management systems in compliance with ITIL V3/V4 standards.

Our Commitment:

CGS is dedicated to simplifying government processes through innovative solutions, combining technology with skilled personnel. We offer comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Equal Opportunity Employer:

We consider all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Additional Information:

Explore more opportunities at our Job Board or visit our website. Contact us at [e-mail].