Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Urbana (IL); 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 dedicated team in enhancing technical support for a major Federal agency. This role involves optimizing service desk operations, implementing best practices, and fostering a collaborative environment. You will have the opportunity to drive improvements in customer satisfaction and service effectiveness while managing a talented team. If you are passionate about technology and committed to delivering exceptional support, this position offers a rewarding career path with ample opportunities for professional growth and development.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in Information Systems, IT, Engineering, or Computer Science.
• HDI certification required for Support Center Manager.

Responsibilities

• Manage service desk operations to improve customer satisfaction.
• Develop processes for service desk efficiency and effectiveness.

Skills

Management/Business Management

Information Technology

Service Desk Management

Customer Service

Team Building

Process Improvement

Statistical Analysis

Education

Bachelor's Degree in Information Systems

HDI Support Center Manager Certification

HDI Support Center Director Certification (within 12 months)

Tools

ITIL V3/V4

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

Employment Details: Full Time, Mid-level, Department: Information Technology.

About CGS: We bring together motivated, highly skilled professionals to solve dynamic government problems using cutting-edge technology. We foster an environment that supports professional growth and collaboration.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service Desk Institute (HDI) certified as a Support Center Manager, 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.
• Proven success obtaining government management buy-in for service desk improvements and demonstrating ROI.
• Experience developing and maintaining formal processes and procedures for consistency and productivity.
• Skills in improving first call resolution, managing customer perceptions, and building internal relationships.
• Ability to recommend and implement technology to enhance service desk effectiveness.
• Experience building and retaining qualified teams through innovative hiring, training, and development.
• Implementing staffing models for KPI coverage at minimal costs.
• Developing customer care philosophies ensuring satisfaction.
• Analyzing service desk performance using statistical and reporting methods.
• Enhancing the service desk's image as a front-line support that advances IT strategy.
• Managing incident systems in compliance with ITIL V3/V4 standards.

Our Commitment:

CGS strives to simplify government processes through innovative solutions, combining 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.

We are an Equal Opportunity Employer and value diversity.

Join Us:

Explore more opportunities at our Job Board or visit our website. Contact us at [e-mail].