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
Employment Type:Full Time
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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:
Bachelors 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:
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 changesupporting 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.
Learn more about CGI at www.cgi.com.
No unsolicited agency referrals please.
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 CGIs legal duty to furnish information.
- Help Desk/IT Services
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