CGI Technologies and Solutions, Inc. Service Desk Manager in Annapolis Junction, Maryland

Service Desk Manager

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Category:Service Desk / End User Services

City:Annapolis Junction, Maryland, United States

Position ID:J0717-0448

Employment Type:Full Time

Position Description:

The Service Desk Manager shall manage the performance of Level 1 & 2 services and support to customers to ensure that service levels are achieved. The Service Desk Manager is responsible for ensuring that customer expectations are met or exceeded. They are also responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.

Duties and Responsibilities:

Meet agreed levels (SLA) of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for customers.

Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

Act as escalation point for all requests and incidents.

Develop and mature phone/ticket escalation processes to ensure appropriate escalation and information within the organization.

Determine root cause of issues and communicate appropriately to internal and external customers.

Verify sufficient employee coverage and provide backup support.

Communicate status/issues with customers.

Develop strategies for improvement.

Develop and manage the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.

Analyze the performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues.

Establish and oversee Knowledge Management repository and ensure top quality solutions are available to the staff.

Advise management on situations that may require additional client support or escalation.

Work closely with Site Lead to define critical information needs, providing guidance regarding availability of data, capability of systems to deliver information needs, and subject matter expertise regarding current systems and emerging technology.

Work closely with management and functional departments to define and implement IT policies, procedures, and best practices that provide cost effective and secure IT systems and operations.

Identify, recommend, develop and implement programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management.

Make recommendations for Service Improvement Plans and ensure actions are followed to completion in a timely manner.

Provide regular and accurate management reporting on IT Service Delivery performance.

Work with team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.

Research and investigate new service-oriented technologies which may offer advantage to the organization.

Core Competency Requirements

At least 10 years of experience working in a Service Desk setting, with at least 3 years of management experience.

Knowledge of ITIL Principles

Experience with systems planning, security principles, and general software management best practices.

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

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CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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 CGI’s legal duty to furnish information.

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