Sr. Support Center (Service Desk) Manager

Sr. Support Center (Service Desk) Manager

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 offers a salary range of $73,800 to $106,600 per year.

Department : Information Technology

Qualifications :

• Experience in Information Systems, Information Technology, Engineering, Management / Business Management, or Computer Science.
• Service Desk Institute (HDI) Support Center Manager certification, with a requirement to obtain HDI Support Center Director certification within 12 months.
• Experience re-engineering or setting up service desks according to industry best practices.
• Experience securing management buy-in for service desk improvements demonstrating ROI.
• Developing and maintaining formal processes for consistency and productivity.
• Implementing methodologies to improve first call resolution, manage customer perceptions, and build internal relationships.
• Recommending and implementing technology and resources to enhance service desk effectiveness.
• Building and retaining qualified teams through innovative hiring, training, and development techniques.
• Implementing staffing and scheduling models for KPI coverage at minimal costs.
• Developing a customer care philosophy ensuring satisfaction.
• Analyzing service desk performance through statistical and reporting methods.
• Enhancing the service desk's image as a front-end support group aligning with IT strategy.
• Managing incident systems in a performance-based environment complying with ITIL V3 / V4 standards.

Our Commitment : CGS strives to simplify government processes through innovative, resource-optimized solutions. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

We are an Equal Opportunity Employer and encourage diverse candidates to apply.

Join us in fostering government innovation! Explore more opportunities on our Job Board or learn more about CGS at . For inquiries, contact : info@.

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