Job summary
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.We offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
Job seniority: mid-to-senior level
Responsibilities
• 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.• 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, managing customer perceptions, and building strong internal relationships.• Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.• Experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.• Experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.• Experience developing a customer care philosophy that ensures customer 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 the IT vision and strategy.• Experience managing an incident management system in a performance-based environment complying with ITIL V3/V4 standards.
Requirements
• 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.• 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, managing customer perceptions, and building strong internal relationships.• Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.• Experience building and retaining a qualified service desk team through innovative hiring and training and development techniques.• Experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.• Experience developing a customer care philosophy that ensures customer satisfaction.
Benefits
• Health, Dental, and Vision• Life Insurance• 401k• Flexible Spending Account (Health, Dependent Care, and Commuter)• Paid Time Off and Observance of State/Federal Holidays
