Sr. Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Washington (District of Columbia); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Support Center Manager to lead a dynamic team in enhancing government services through innovative technical support. This role involves overseeing service desk operations, ensuring high standards of customer care, and implementing effective management strategies. The ideal candidate will possess a strong background in IT management and a passion for fostering collaboration and innovation. Join a forward-thinking organization dedicated to solving complex challenges and contributing to government efficiency. This opportunity promises professional growth and a commitment to excellence in service delivery.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Flexible Spending Account

Paid Time Off

State/Federal Holidays

Qualifications

• Experience in IT management, engineering, or computer science.
• HDI certified with a focus on service desk management.

Responsibilities

• Manage a service desk team to enhance customer satisfaction.
• Implement best practices for service desk operations.

Skills

Service Desk Management

ITIL V3/V4 Compliance

Customer Care Philosophy

Statistical Analysis

Team Building and Retention

Education

Bachelor's in Information Systems

HDI Support Center Manager Certification

Job description

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative for a large Federal agency.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Qualifications:

1. Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
2. Service desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award.
3. Demonstrated experience re-engineering or setting up service desks according to industry best practices.
4. Experience obtaining Government management buy-in for improving the service desk by demonstrating greater Return on Investment.
5. Experience developing and maintaining formal processes and procedures for consistency and increased productivity.
6. Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
7. Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
8. Experience building and retaining a qualified service desk team through innovative hiring, training, and development techniques.
9. Experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
10. Experience developing a customer care philosophy that ensures customer satisfaction.
11. Experience analyzing service desk performance through various statistical and reporting methods.
12. Experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
13. Experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards.

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers, fostering long-term relationships.

We care about our employees. Therefore, we offer a comprehensive benefits package:

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join our team and become part of government innovation!

Explore additional job opportunities with CGS on our Job Board:

https://cgsfederal.com/join-our-team/

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: [e-mail]