Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Allentown (Lehigh County); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Support Center Manager to lead a dynamic service desk team. This role involves enhancing service desk operations, implementing best practices, and fostering a customer-first philosophy. The ideal candidate will have a strong background in information technology and service desk management, with a commitment to continuous improvement and team development. Join a dedicated team that values honesty, professionalism, and quality work, and contribute to government innovation while enjoying a comprehensive benefits package.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Account

Paid Time Off

State/Federal Holidays

Qualifications

• Experience in IT, Engineering, or Computer Science is essential.
• HDI certification required, with a focus on service desk management.

Responsibilities

• Manage service desk operations and improve customer satisfaction.
• Develop processes for increased productivity and service desk effectiveness.

Skills

Service Desk Management

Customer Care Philosophy

Incident Management

ITIL Standards

Team Building

Process Development

Government Management Buy-in

Statistical Analysis

Education

Bachelor's in Information Systems

HDI Support Center Manager Certification

Master's in Management/Business Management

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:

• Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
• 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.
• Demonstrated experience re-engineering or setting up service desks according to industry best practices.
• Demonstrated experience obtaining Government management buy-in for improving the service desk by demonstrating greater Return on Investment.
• Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
• Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
• Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
• Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
• Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
• Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
• Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
• Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
• Demonstrated 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 mending those relations for years to come.

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 their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!