Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Miramar (FL); On-site; USD 57,400 - 73,800; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Holidays

Job summary

An established industry player is seeking a Support Center Manager to lead a dynamic service desk team. This role is pivotal in enhancing government innovation through effective management of technical support for a large Federal agency. The ideal candidate will possess strong leadership skills and a commitment to service excellence, ensuring customer satisfaction while optimizing resources. Join a collaborative environment that values professional growth and offers a comprehensive benefits package, including health and wellness programs, to support your career development.

Qualifications

• Experience in Information Systems, IT, Engineering, or Computer Science.
• Certified as a Support Center Manager with a path to Director certification.

Responsibilities

• Manage a service desk team to enhance IT strategy and customer satisfaction.
• Implement methodologies to improve service desk effectiveness and first call resolution.

Skills

Service Desk Management

Customer Care Philosophy

Incident Management Systems

Statistical Analysis

Government Management Buy-in

Education

Bachelor's in Information Technology

HDI Support Center Manager Certification

HDI Support Center Director Certification

Job description

3 weeks ago Be among the first 25 applicants

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 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 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 service desk improvements demonstrating ROI.
• Developing and maintaining formal processes and procedures for consistency and productivity.
• Implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Recommending and implementing technology and resources to maximize service desk effectiveness.
• Building and retaining a qualified service desk team through innovative hiring and training techniques.
• Implementing staffing and scheduling models for KPI coverage at minimal costs.
• Developing a customer care philosophy ensuring customer satisfaction.
• Analyzing service desk performance via statistical and reporting methods.
• Enhancing the image of the service desk as a support group that advances IT strategy.
• Managing incident management systems 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 through honesty, professionalism, and quality work.

We value honesty, professionalism, and delivering high-quality work. We care about our employees and offer a comprehensive benefits package including:

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

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

Join our team and be part of government innovation!

Explore additional opportunities at our Job Board: https://cgsfederal.com/join-our-team/

More about CGS at: https://www.cgsfederal.com or contact: [e-mail]