Sr Support Center Service Desk Manager
Sr Support Center Service Desk Manager
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Sr. Support Center (Service Desk) Manager
Employment Type: Full Time Midlevel
Department: Information Technology
CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wideranging technical support initiative for a large Federal agency.
CGS brings motivated highly skilled and creative people together to solve the governments most dynamic problems with cuttingedge technology. To carry out our mission we are seeking candidates who are excited to contribute to government innovationappreciate 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 that individual become HDI Support Center Director certified within 12 months of Task Order Award.
Demonstrated experience reengineering or setting up service desks according to industry best practices.
Demonstrated experience obtaining Government management buyin for improving the service desk by demonstrating greater Return on Investment.
Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
Demonstrated experience implementing methodologies to improve first call resolution managing customer perceptions and building strong internal relationships.
Demonstrated experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
Demonstrated experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.
Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
Demonstrated experience analyzing service desk performance through various statistical and reporting methods.
Demonstrated experience enhancing the image of the service desk as a frontend support group that advances the IT vision and strategy.
Demonstrated 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 cuttingedge technology with worldclass personnel to deliver customized solutions that fit our clients specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years weve been growing our governmentcontracting portfolio and along the way weve created valuable partnerships by demonstrating a commitment to honesty professionalism and quality work.
Here at CGS we value honesty through hard work and selfawareness professionalism in all we do and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore we 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 their race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Join our team and become part of government innovation!
Explore additional job opportunities with CGS on our Job Board:
For more information about CGS please visit: https://www.cgsfederal or contact:
$73800 $106600 a year
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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