Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); St. Louis (MO); On-site; USD 73,000 - 107,000; Full time

Job summary

A leading company in government services is seeking a Sr. Support Center Manager to lead a competent team in enhancing technical support initiatives for a federal agency. The candidate will utilize experience in IT management and certifications to drive improvements, foster internal relationships, and ensure a customer-focused service desk, all while benefiting from a supportive work environment.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

401k

Flexible Spending Account (FSA)

Paid time off

Qualifications

• Experience re-engineering service desks.
• Proven ability to obtain government buy-in for improvements.
• Skills in developing formal processes for consistency.

Responsibilities

• Manage service desk improvements and effectiveness.
• Analyze performance via statistical methods.
• Enhance service desk image aligning with IT strategy.

Skills

Management

Enhancing service desk effectiveness

Customer care philosophy

Team building

Process improvement

Education

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

HDI Support Center Manager certification

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 initiatives.

Pay Range: $73,800 - $106,600 per year (based on skills and experience).
Employment Type: Full Time, Mid-level
Department: Information Technology

CGS is committed to innovation and professional growth, offering a supportive environment and various learning opportunities.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service Desk Institute (HDI) Support Center Manager certification, with a goal to attain HDI Support Center Director certification within 12 months.
• Experience re-engineering or establishing service desks according to industry best practices.
• Proven ability to obtain government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes for consistency and productivity.
• Skills in improving first call resolution, managing customer perceptions, and building internal relationships.
• Ability to recommend and implement technology/resources to enhance service desk effectiveness.
• Experience building and retaining qualified teams through innovative hiring and training techniques.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Developing a customer care philosophy ensuring satisfaction.
• Analyzing service desk performance via statistical and reporting methods.
• Enhancing the service desk's image as a front-line support that aligns with IT strategy.
• Managing incident systems in a performance-based environment adhering to ITIL V3/V4 standards.

Our Commitment:

CGS aims to streamline government processes through innovative use of resources and technology, delivering tailored solutions. We value honesty, professionalism, and quality, and offer comprehensive benefits including health, dental, vision, life insurance, 401k, FSA, and paid time off.

Contact Government Services (CGS) is an Equal Opportunity Employer. We encourage all qualified candidates to apply and join our mission of government innovation.

Explore more jobs at: https://cgsfederal.com/join-our-team/

Visit us: https://www.cgsfederal.com