Sr. Support Center (Service Desk) Manager

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

Job summary

An established industry player is searching for a dynamic Support Center Manager to lead a technical support initiative. This role involves enhancing service desk effectiveness and developing customer-centric processes while ensuring compliance with industry standards. The position offers a competitive salary and comprehensive benefits, including health and dental insurance, 401k, and paid time off. Join a forward-thinking team that values innovation and professional growth, and make a significant impact on government processes through technology and skilled personnel.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Flexible Spending Accounts

Qualifications

• Experience in Information Systems or Computer Science.
• HDI Support Center Manager certification required.

Responsibilities

• Lead technical support initiatives within the IT department.
• Improve service desk ROI and develop formal processes.

Skills

Analytical Skills

Leadership

Customer-Centric Philosophy

First Call Resolution

Service Desk Management

Education

Bachelor's in Information Technology

HDI Support Center Manager Certification

Tools

Incident Management Systems

ITIL V3/V4 Standards

Job description

Sr. Support Center (Service Desk) Manager

CGS Federal is seeking a Support Center (Service Desk) Manager to join our team supporting a large Federal agency. The role involves leading a technical support initiative within the Information Technology department. The position offers a salary range of $73,800 to $106,601 per year, with full-time employment and opportunities for professional growth.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, with a requirement to obtain HDI Support Center Director certification within 12 months.
• Experience re-engineering or setting up service desks based on industry best practices.
• Proven ability to improve service desk ROI and develop formal processes for efficiency.
• Skills in implementing methodologies for first call resolution, managing customer perceptions, and building internal relationships.
• Experience recommending and deploying technology to enhance service desk effectiveness.
• Leadership in building and retaining qualified teams through innovative hiring and training.
• Experience in staffing and scheduling models to ensure KPI coverage at optimal costs.
• Ability to develop a customer-centric philosophy ensuring satisfaction.
• Analytical skills to assess service desk performance using statistical methods.
• Experience managing incident management systems in compliance with ITIL V3/V4 standards.

Our Commitment:

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

We are an Equal Opportunity Employer and encourage diverse applicants to join our team.

Explore additional opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].