CGI Technologies and Solutions, Inc. White Glove Service Team Leader - End User Support in Washington, District Of Columbia

White Glove Service Team Leader - End User Support

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Category:Service Desk / End User Services

City:Washington, District of Columbia, United States

Position ID:J0617-1224

Employment Type:Full Time

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Position Description:

CGI Federal is currently seeking an End User Support - White Glove Service Team Leader to support our upcoming federal project in Washington, DC. The Program will provide End User Support and strategic Division Level Support for the Technical Support Division for Federal agencies. These efforts will aid in providing overall project management support, coordination, and outreach/communication between the Technical Support Division (TSD) Division level management and TSD employees as well as other Client Technology Services (CTS) Divisions and Customers. The staff will effectively administer, manage, and perform duties and responsibilities as required by the Government. The staff will be performing work as required to accomplish IT End User Services and Support.

Your future duties and responsibilities:

• Serve as first and second level of contact for users

• Answer and record incoming calls in the Government-provided automated tracking system, I.E., Remedy

• Take ownership of problems to full resolution

• Provide follow-up to the user on the status of the problem until resolution

• Escalate problem, if required, following established CTS escalation procedures

• Provide the highest level of support service offered to the Washington, DC executives and the Office of the Secretary to meet the needs of executives in a 24/7 environment

• The level of service and response times provided is largely related to departmental initiatives and executive management requirements

• Typically, the White Glove Services supports approximately fifty (50) executives and administrative staff. The Presidential Transition is currently under way at the time of this PWS and the number is expected to change. 24/7 support for this effort consist of, but not limited to, all IT related tacks/activities

• Response and support for traveling Executives during official business travel

• Local travel to meet, deliver and support Executives

• Support of all IT devices Executives may require

• Direct lines of communications with peers and vendors for rapid resolution

• Immediate response times with continued status updates as required

• Communicate wide-spread outages directly and status updates as required

• Troubleshoot problems/issues continual until resolved

• Provide a daily activity report on all tickets entered in support of all Agencies

• Ensure that ticket status is updated in accordance with the instructions for PSC ticket management as set down in the PRS, and that mean time to resolution is accurately documented

Required qualifications to be successful in this role:

• Bachelor’s degree in IT related field

• 6+ years of Service Desk, Helpdesk Support and Remote support

• Experience in managing IT support issues

• Expert with Windows client operating systems (i.e. Windows 7, Windows 10)

• Experience in managing and performing support of end user hardware, software and technologies

• Experience with direct end user customer service and interaction

• Experience reviewing ticket data and identifying trends for corrective action

• Experience working with enterprise IT ticketing tool, preferably with Remedy

• Experience working in IT support federal contracting environment

• Experience supervising professionals who are located remotely across the country

• Good analytical and problem solving skills

• Good organization and time management skills

• Experience with Remedy Ticketing system

• Candidate must have an Active Public Trust clearance or the ability to obtain

What you can expect from us:

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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.

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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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