Sr. Support Center (Service Desk) Manager

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

Job summary

CGS Federal is seeking a full-time Support Center Manager to oversee service desk operations and enhance service quality for a Federal agency. The ideal candidate will demonstrate strong leadership skills, experience with ITIL standards, and a commitment to improving customer satisfaction. This position offers a competitive salary and comprehensive benefits, contributing to government innovation.

Benefits

Health insurance

Dental insurance

Vision insurance

401k

Flexible spending accounts

Paid time off

Qualifications

• Required to become HDI Support Center Director certified within 12 months.
• Experience re-engineering or setting up service desks.
• Experience managing incident systems in compliance with ITIL V3/V4 standards.

Responsibilities

• Oversee service desk operations for a large Federal agency.
• Implement methodologies to improve first call resolution.
• Develop and maintain processes for service desk effectiveness.

Skills

Analytical skills

Problem-solving

Management

Interpersonal skills

Customer service

Education

HDI Support Center Manager certification

Bachelor's degree in a related field

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. We offer a competitive pay range of $73,800 to $106,600 per year, based on skills and experience. This is a full-time, mid-level position within the Department of Information Technology.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, 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 in obtaining government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining processes for consistency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and implementing technology to maximize service desk effectiveness.
• Experience building and retaining qualified service desk teams through innovative hiring, training, and development.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Ability to develop a customer care philosophy ensuring customer satisfaction.
• Experience analyzing service desk performance using statistical and reporting methods.
• Experience enhancing the service desk's image as a front-end support group aligned with IT strategy.
• Experience managing incident systems in compliance with ITIL V3/V4 standards.

Our Commitment:

CGS aims to simplify government processes through innovative technology and skilled personnel. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Contact Government Services is an Equal Opportunity Employer. We encourage diverse applicants to apply.

Join us and contribute to government innovation! Explore more opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].