Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Detroit (MI); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Support Center Manager to lead a service desk initiative for a Federal agency. This role involves optimizing technical support processes, enhancing customer satisfaction, and fostering a collaborative team environment. The ideal candidate will have a strong background in service desk management, ITIL compliance, and a commitment to innovative problem-solving. Join a forward-thinking organization that values professional growth and offers comprehensive benefits, including health, dental, and retirement plans. Be part of a team dedicated to government innovation and excellence.

Benefits

Health, Dental, and Vision Insurance

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Qualifications

• Experience in Information Systems, IT, or related fields.
• HDI Support Center Manager certified; must achieve Director certification.

Responsibilities

• Manage a service desk supporting a Federal agency with best practices.
• Enhance service desk performance and customer satisfaction.

Skills

Service Desk Management

ITIL V3/V4 Compliance

Customer Care Philosophy

Process Improvement

Team Building

Government Management Buy-in

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 to 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.
• Experience obtaining Government management buy-in for improving the service desk by demonstrating greater Return on Investment.
• Experience developing and maintaining formal processes and procedures for consistency and increased productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
• Experience recommending and implementing appropriate technology and resources to maximize service desk effectiveness.
• Experience building and retaining a qualified service desk team through innovative hiring, training, and development techniques.
• Experience implementing staffing and scheduling models for KPI-guaranteed coverage at the lowest possible costs.
• Experience developing a customer care philosophy that ensures customer satisfaction.
• Experience analyzing service desk performance through various statistical and reporting methods.
• Experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy.
• 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, creating 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 delivering the best quality to our consumers, fostering long-term relationships.

We care about our employees and 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, visit: https://www.cgsfederal.com or contact: [e-mail]