Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); City of Rochester (NY); On-site; USD 57,000 - 74,000; Full time

Job summary

Join a forward-thinking organization dedicated to government innovation as a Support Center Manager. This role focuses on enhancing technical support initiatives for a large Federal agency, leveraging your expertise in service desk management and information technology. You will lead a team, implement best practices, and drive improvements to ensure high-quality service delivery. With a commitment to collaboration and professional growth, this position offers a unique opportunity to make a meaningful impact while enjoying comprehensive benefits and a supportive work environment.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Flexible Spending Accounts

Paid Time Off

Holidays

Qualifications

• Experience in setting up service desks following industry best practices.
• Experience managing incident systems adhering to ITIL standards.

Responsibilities

• Oversee service desk operations to enhance effectiveness and customer satisfaction.
• Develop and maintain processes for service desk consistency and productivity.

Skills

Information Systems

Information Technology

Engineering

Management/Business Management

Computer Science

Service Desk Management

Customer Care Philosophy

Statistical Analysis

ITIL V3/V4 Standards

Education

Bachelor's degree in relevant field

HDI Support Center Manager Certification

Tools

Incident Management Systems

Job description

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CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$57,400.00/yr - $73,800.00/yr

Employment Type: Full Time, Mid-level

Department: Information Technology

CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a large Federal agency’s technical support initiative.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. We value collaboration, innovation, and professional growth.

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 goal to become HDI Support Center Director certified within 12 months.
• Experience re-engineering or setting up service desks following industry best practices.
• Experience obtaining government management buy-in for service desk improvements demonstrating ROI.
• Experience developing and maintaining formal processes to ensure consistency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Experience recommending and implementing technology to enhance service desk effectiveness.
• Experience building and retaining qualified service desk teams through innovative hiring and training.
• Experience implementing staffing models for KPI coverage at minimal costs.
• Developing customer care philosophies to ensure satisfaction.
• Analyzing service desk performance using statistical and reporting methods.
• Enhancing the service desk’s image as a front-line support that aligns with IT strategy.
• Managing incident systems in a performance-based environment adhering to ITIL V3/V4 standards.

Our Commitment:

CGS strives to simplify and improve government operations through innovative solutions. We are dedicated to honesty, professionalism, and delivering quality work, fostering long-term partnerships.

We value our employees and offer comprehensive benefits:

• Health, Dental, and Vision Insurance
• Life Insurance
• 401(k)
• Flexible Spending Accounts
• Paid Time Off and Holidays

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

Join us in government innovation! Explore more opportunities on our Job Board or visit our website. For inquiries, contact: [e-mail].