Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is seeking a dynamic Support Center Manager to lead a technical support initiative within a large Federal agency. This role offers the opportunity to implement innovative strategies to improve service desk effectiveness and customer satisfaction. You will be responsible for establishing best practices, managing incident systems, and building a qualified team. Join a forward-thinking organization that values professionalism and quality, and enjoy a comprehensive benefits package while driving government innovation.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

401k

Flexible spending accounts

Paid time off

Qualifications

• Experience leading technical support initiatives within IT departments.
• Proven ability to secure management buy-in for service desk improvements.

Responsibilities

• Lead a technical support initiative within the IT department.
• Enhance service desk effectiveness through innovative technology recommendations.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

HDI Support Center Manager certification

Service desk re-engineering

Customer relationship management

Statistical analysis

ITIL V3/V4 standards

Education

Bachelor's degree in a relevant 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. This role involves leading a technical support initiative within the Information Technology department.

Pay Range: $73,800.00/yr - $106,601.00/yr (based on skills and experience). Your actual pay will be discussed with your recruiter.

Employment Type: Full Time, Mid-level

Qualifications:

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

Our Commitment:

CGS strives to simplify government processes through innovative use of technology and 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 and consider all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join us in driving government innovation! Explore additional opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].