Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); City of Albany (NY); 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 service desk initiative for a large Federal agency. This role involves enhancing service desk effectiveness through innovative staffing, process development, and customer care strategies. The ideal candidate will have a strong background in IT management, a commitment to improving service quality, and the ability to foster a collaborative team environment. Join a forward-thinking organization that values honesty, professionalism, and quality work, and contribute to government innovation while enjoying a supportive workplace and comprehensive benefits package.

Benefits

Health, Dental, and Vision Insurance

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Qualifications

• HDI Support Center Manager certification required.
• Experience in setting up service desks per industry best practices.

Responsibilities

• Manage service desk operations and improve first call resolution.
• Develop customer care philosophy ensuring satisfaction.

Skills

Service Desk Management

Incident Management

Customer Care Philosophy

Process Development

Team Building

Stakeholder Management

Statistical Analysis

ITIL V3/V4 Compliance

Education

Bachelor's in Information Systems

Bachelor's in Information Technology

Bachelor's in Engineering

Bachelor's in Management/Business Management

Bachelor's in Computer Science

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!

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]