**Help Desk Manager**

**Category:** Service Desk / End User Services

**Main location:** United States, Virginia, Fairfax

**Position ID:** J0524-1898

**Employment Type:** Full Time

**Position Description:**

This is an exciting full-time opportunity to work in a fast-paced environment with a team of passionate technologists. We take an innovative approach to supporting our client, working side-by-side in an agile environment using emerging technologies. As a solution builder, you will be working to support the clients mission and goals.

This position is located in our USA VA Fairfax -- USAVAFAI01 office; however, a hybrid working model is acceptable.

**Your future duties and responsibilities:**

Provide daily supervision and direction to staff who are responsible for phone, remote, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.

Ensures the provision of expert level technology operational support and guidance to staff and affiliates, both internationally and domestically.

Is responsible for managing daily operations of the Help Desk, guaranteeing timely and effective customer service.

Oversees Tier 2 and Tier 3 support for the START software application, managing a team of technical business analysts who serve customers around the world.

Leads the Help Desk team, enforcing adherence to service level agreements, effective asset management, and maintenance of standard operating procedures.

Holds responsibility for team performance, provides continuous feedback, and nurtures a supportive work environment.

Actively contributes to IT operations and planning, serving as an advocate for the needs and expectations of the customer. This includes facilitating business analysis, requirements gathering, system planning, and customer consultation.

Regularly creates and presents reports to the leadership team, identifying IT customer service issues, and suggesting improvements to IT service management processes and tools.

Directs the implementation of quality assurance processes within IT support operations to ensure compliance with laws, regulations, policies, standards, and technical procedures.

Keeps abreast of changing and emerging technologies and practices to make well-informed recommendations for resolving information technology issues and requirements.

**Required qualifications to be successful in this role:**

Education and Related Experience

Bachelors degree in computer science, Information Systems, or Business; or the equivalent

combination of education, technical training, or work experience.

Relevant professional certifications, such as ITIL or Helpdesk Institute certification or equivalent required

A minimum of 5 years of experience in an IT helpdesk or customer service role is required, with at least 2 years in a leadership position. Experience with managing remote teams and providing support to international and domestic users is crucial.

Strong leadership, analytical, problem-solving, and decision-making skills are necessary.

Excellent communication and interpersonal skills are also required, as this role involves frequent interaction with customers, team members, and senior management.

An in-depth understanding of ITIL processes, ITSM tools, data analysis, and IT operations best practices is essential. Familiarity with common helpdesk software and hardware, along with a strong understanding of emerging technologies, is required.

Experience using an out of the box help desk/service desk ticketing required, with ServiceNow ITSM tool experience highly preferred.

Must be available to work in different time zones as needed to manage a global IT helpdesk. Regular travel may be required.

The ability to adapt quickly to changes in technology and business requirements is crucial. The Helpdesk Manager must be open to learning new technologies and methodologies to enhance service delivery.

Demonstrated ability to collaborate effectively with diverse teams across different geographical locations and time zones. Experience in promoting a culture of continuous improvement and positive team morale is required.

Must possess advanced troubleshooting skills and the ability to analyze complex issues and devise effective solutions.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and license and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $60,300.00 - $146,800.00.

At CGI we call our professionals members to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company.

CGIs benefits include:

Competitive compensation

Comprehensive insurance options

Matching contributions through the 401(k) plan and the share purchase plan

Paid time off for vacation, holidays, and sick time

Paid maternity and parental leave

Learning opportunities and tuition assistance

Member assistance and wellness programs

Due to the nature of this government contract, US Citizenship is required.

#CGIFederalJob

#LI-KK4

**Skills:**

Help Desk/IT Services

ITIL

Leadership

Project Management

ServiceNow

**What you can expect from us:**

**Together, as owners, lets turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.**

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information.