Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); St. Louis (MO); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Support Center Manager to lead a dedicated team in providing exceptional technical support for a major Federal agency. This role emphasizes innovative solutions and the use of advanced technology to tackle complex government challenges. The ideal candidate will have a strong background in Information Technology and proven experience in managing service desks, ensuring alignment with industry best practices. Join a collaborative environment that values professional growth and offers a comprehensive benefits package, making a significant impact in driving government innovation.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in managing service desks aligned with best practices.
• Proven ability to enhance customer satisfaction and team performance.

Responsibilities

• Lead the service desk team to ensure high-quality technical support.
• Implement methodologies to improve first call resolution and customer relationships.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Management

Customer Care Philosophy

Statistical Analysis

ITIL V3/V4 Compliance

Education

Bachelor's Degree in relevant field

HDI Support Center Manager Certification

Tools

Statistical and Reporting Tools

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 wide-ranging technical support initiative.

We offer an environment that fosters professional growth, collaboration, and innovation, emphasizing the use of cutting-edge technology to solve government challenges.

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 goal to attain HDI Support Center Director certification within 12 months.
• Proven experience re-engineering or establishing service desks aligned with industry best practices.
• Experience securing management buy-in for service desk improvements demonstrating ROI.
• Ability to develop and maintain formal processes for consistency and productivity.
• Skills in implementing methodologies to enhance first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and deploying technology to improve service desk effectiveness.
• Proven ability to build and retain a qualified team through innovative hiring and training techniques.
• Experience with staffing models for KPI coverage at minimal costs.
• Developing a customer care philosophy that ensures satisfaction.
• Analyzing service desk performance using statistical and reporting tools.
• Enhancing the service desk's image as a front-line support group aligned with IT vision and strategy.
• Managing incident systems in a performance-based environment compliant with ITIL V3/V4 standards.

Additional Information:

We value honesty, professionalism, and quality work, and we offer a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Contact Government Services (CGS) is an Equal Opportunity Employer. We encourage diverse applicants and do not discriminate based on race, religion, gender, or other protected statuses.

Join us in driving government innovation! Explore more opportunities at: https://cgsfederal.com/join-our-team/