Support Center (Service Desk) Manager

CGS Federal (Contact Government Services); Worcester (MA); On-site; USD 57,000 - 74,000; Full time

Job summary

An established industry player is seeking a Support Center Manager to lead a dynamic team in enhancing service desk operations for a major Federal agency. This role offers the opportunity to innovate and implement best practices in service management while ensuring compliance with ITIL standards. You will be responsible for developing processes, managing performance, and fostering a qualified support team. Join a forward-thinking organization committed to simplifying government processes with cutting-edge technology and a focus on quality and professionalism. This is your chance to make a significant impact in the realm of government services.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• Experience in IT, Engineering, or Management is essential.
• Certification in HDI Support Center Management is required.

Responsibilities

• Re-engineering service desks to align with best practices.
• Managing incident systems in compliance with ITIL standards.

Skills

Service Desk Management

Process Development

Technology Implementation

Customer Service Management

Performance Analysis

Education

Bachelor's in Information Systems

HDI Support Center Manager Certification

HDI Support Center Director Certification (goal)

Job description

Support Center (Service Desk) Manager - CGS Federal

CGS Federal (Contact Government Services) is seeking a Support Center (Service Desk) Manager to join our team supporting a large Federal agency. This full-time, mid-level position in the Information Technology department offers a salary range of $57,400 to $73,800 per year.

Responsibilities include:

• Re-engineering and setting up service desks according to industry best practices.
• Obtaining government management buy-in for service desk improvements.
• Developing and maintaining formal processes and procedures.
• Implementing methodologies to improve first call resolution and manage customer perceptions.
• Recommending and implementing technology to enhance service desk effectiveness.
• Building and retaining a qualified support team through innovative hiring and training.
• Implementing staffing models for KPI coverage at minimal costs.
• Analyzing service desk performance and enhancing its image within the organization.
• Managing incident systems in compliance with ITIL V3/V4 standards.

Qualifications:

• Experience in Information Systems, IT, Engineering, Management/Business Management, or Computer Science.
• HDI Support Center Manager certification, with a goal to attain HDI Support Center Director certification within 12 months.
• Proven experience in service desk setup, process development, and technology implementation.
• Experience with government management engagement and performance analysis.

Our Commitment:

CGS is dedicated to simplifying government processes through innovative technology and skilled personnel. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

Equal Opportunity Employment:

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:

Become part of government innovation. Explore additional opportunities at our Job Board or learn more at our website. For inquiries, contact: [e-mail].