Sr. Support Center (Service Desk) Manager

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

Job summary

Join a forward-thinking organization dedicated to government modernization as a Support Center Manager. In this dynamic role, you will lead a team focused on providing top-notch technical support to a large Federal agency. Your expertise in service desk management and commitment to process improvement will be crucial in enhancing productivity and customer satisfaction. This role offers an exciting opportunity to drive innovation and make a meaningful impact in government services. With a focus on professional growth and collaboration, you'll be part of a team that values honesty and quality while enjoying comprehensive benefits.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in managing service desks and improving customer satisfaction.
• Proven skills in team building and process optimization.

Responsibilities

• Oversee the service desk operations and ensure adherence to best practices.
• Analyze performance metrics to enhance service desk efficiency.

Skills

Information Systems

Information Technology

Management/Business Management

Computer Science

Service Desk Management

Process Improvement

Team Building

Statistical Analysis

ITIL V3/V4 Compliance

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 with a comprehensive technical support initiative.

Pay Range: $73,800.00/yr - $106,601.00/yr (based on skills and experience; talk to your recruiter for details)

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS is committed to innovation, collaboration, and professional growth. We value motivated, skilled, and creative individuals who can contribute to government modernization efforts.

Qualifications:

• Experience in Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• Service desk Institute (HDI) certification as a Support Center Manager, with a requirement to obtain HDI Support Center Director certification within 12 months of award.
• Experience re-engineering or establishing service desks following industry best practices.
• Experience securing management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes to enhance productivity.
• Skills in implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Ability to recommend and deploy technology to optimize service desk effectiveness.
• Proven ability to build and retain qualified teams through innovative hiring and training.
• Experience designing staffing models for KPI coverage at minimal cost.
• Developing customer care philosophies ensuring satisfaction.
• Analyzing service desk performance using statistical and reporting tools.
• Enhancing the service desk's image as a support group aligned with IT strategy.
• Managing incident systems in a performance-based environment compliant with ITIL V3/V4 standards.

Our Commitment:

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

We are an Equal Opportunity Employer, considering applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join us and be part of government innovation! Explore more opportunities at our Job Board or learn more at our website. For inquiries, contact: [e-mail].