CGI Technologies and Solutions, Inc. Help Desk Manager-Puerto Rico in Orlando, Florida

Help Desk Manager-Puerto Rico

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Category:Development/Engineering

City:Orlando, Florida, United States

Position ID:J0818-1197

Employment Type:Full Time

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CGI: An employer of choice

Position Description:

CGI is looking for a help desk manager for a high profile and challenging project. At CGI, you get to do more than just support engagements, you will mature projects into long term client relationships. You will work with a team of smart, dedicated people like yourself, and have the opportunity to take your career to the next level where the sky is the limit. Tired of the same old thing? Take your talents to a company that inspires personal and professional growth and values your ideas.

This position is located in Puerto Rico. You must be able to relocate

Your future duties and responsibilities:

The help desk manager is a manager who will be over a group of approximately 5-10 help desk members in support of 3000+ group to address access questions, software application questions, and reporting/ management of defects.

As the manager specific duties include:

•Triage service requests to include application workflow questions.

•Troubleshoots user access, application and limited network issues for user community

•Creates process and procedures for the Help Desk team

•Supports remote users in Puerto Rico with potential need to travel if required to support User(s).

•Manage Help Desk team, be the point of escalation for Help Desk team members to support user resolution and user experience.

You will manage a team of 5-10 members applying best practices to provide end-to-end user experience through positive issue / resolution of user community problems.

Required qualifications to be successful in this role:

•Bilingual with fluency in Spanish and English

•Demonstrate ability to establish and maintain all facets of the standard help desk management lifecycle, including establishing policy and procedures, implementing best practices for help desk management and monitoring/ controlling and serving as the point of escalation for help desk members as needed.

•Troubleshoot application workflow for the user community

•Adept at actively managing communication to user community as required including larger outages, known defects, and insuring accuracy in timing and defect resolution.

•Excellent verbal and written communication skills a must

•Adept at customer escalation processes.

•Basic network connectivity and troubleshooting

•Good communication & customer service skills

•Detail management of help desk team as well as tracking of issues to resolution and quickly identify those reoccurring issues to provide feedback for overall improvements to the user experience to the software/ infrastructure teams.

•Quick study to be involved in the testing of the software to learn the workflow, process to become a subject matter expert to support the user through their navigation in their tasks as well as continually insure the training of help desk team members as the software evolves.

Skills:

  • Help Desk/IT Services

  • Microsoft Office

  • Windows

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.

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, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, 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, 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 USEmploymentCompliance@cgi.com . You will need to reference the requisition number 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 requisition number will not be returned .

We make it easy to translate military experience and skills! Click here at 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.

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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CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEOPolicy-Signed2017.pdf to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA at https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf

  2. FMLA at https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

  3. Consolidated EEO Is The Law at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEO_Poster.pdf

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 USEmploymentCompliance@cgi.com . You will need to reference the requisition number 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 requisition number will not be returned.

We make it easy to translate military experience and skills! Click here at http://cgi-veterans.jobs/ to be directed to our site that is dedicated to veterans and transitioning service members.