Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); New York (NY); 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 dedicated to enhancing government processes. This role involves managing a technical support initiative for a large Federal agency, focusing on optimizing service desk operations and ensuring customer satisfaction. Candidates will thrive in a collaborative environment that values professional growth and innovative solutions. Join a team committed to solving complex challenges with cutting-edge technology and make a meaningful impact in government innovation. This is an exciting opportunity for those passionate about technology and public service.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Flexible Spending Accounts

Paid Time Off

Federal/State Holiday Observance

Qualifications

• Experience in IT, Engineering, or Management disciplines.
• HDI Support Center Manager certification required.

Responsibilities

• Manage a service desk supporting a large Federal agency.
• Implement processes to improve service desk effectiveness.

Skills

Service Desk Management

ITIL V3/V4 Standards

Customer Care Philosophy

Process Improvement

Team Building and Retention

Education

Bachelor's in Information Technology

Certification in Service Desk Management (HDI)

Tools

Incident Management System

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 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 minimal costs.
• Experience developing a customer care philosophy that ensures 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 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) aims to simplify and enhance government processes through optimizing human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver tailored solutions that meet our client’s needs. We are committed to solving challenging and dynamic problems.

Over the past seven years, we’ve expanded our government-contracting portfolio and built valuable partnerships through honesty, professionalism, and quality work.

At CGS, we value honesty, professionalism, and delivering high-quality work, fostering long-term relationships.

We care about our employees and offer a comprehensive benefits package:

• Health, Dental, and Vision insurance
• Life Insurance
• 401(k) plan
• Flexible Spending Accounts (Health, Dependent Care, Commuter)
• Paid Time Off and federal/state holiday observance

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered 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 on our Job Board.

For more information about CGS, visit our website or contact us at [e-mail].