Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); New York (NY); On-site; USD 57,000 - 74,000; Full time

Job summary

An established industry player is looking for a Support Center Manager to lead a dynamic technical support initiative for a large Federal agency. This role involves enhancing service desk performance, implementing best practices, and fostering a customer care philosophy. The ideal candidate will have a strong background in IT management, with a focus on building and retaining a skilled service desk team. Join a forward-thinking organization that values innovation and offers a comprehensive benefits package, including health, dental, and retirement plans. This is an exciting opportunity to contribute to government innovation and make a significant impact.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Qualifications

• Experience in Information Systems, IT, Engineering, or Computer Science.
• HDI certified as Support Center Manager, aiming for Director certification.

Responsibilities

• Manage service desk operations and improve first call resolution.
• Develop and maintain processes for consistency and productivity.

Skills

Management/Business Management

Service Desk Management

ITIL V3/V4 Standards

Customer Care Philosophy

Statistical Analysis

Education

Bachelor's in Information Systems

HDI Support Center Manager Certification

Tools

Incident Management Systems

Job description

Join to apply for the Support Center (Service Desk) Manager role at CGS Federal (Contact Government Services)

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.
• Experience developing and maintaining formal processes and procedures for consistency and productivity.
• Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build 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 coverage at low costs.
• Experience developing a customer care philosophy ensuring satisfaction.
• Experience analyzing service desk performance via statistical and reporting methods.
• Experience enhancing the image of the service desk as a support group that advances IT strategy.
• Experience managing incident management systems in a performance 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 needs. We are committed to solving challenging and dynamic problems.

We value honesty, professionalism, and quality work, and we offer a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

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 on our Job Board: https://cgsfederal.com/join-our-team/

For more information about CGS, visit: https://www.cgsfederal.com or contact: [e-mail]

Salary Range: $57,400 - $73,800 per year