Help Desk Lead

CGI•San Antonio, TX

2d•Hybrid

About The Position

We are seeking a dedicated and experienced Tier 2 Customer Service Lead to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service. This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable. Your future duties and responsibilities: Manage day-to-day activities of the CGI SD, including CGI SD Technician staffing, assist with interviewing, hiring decisions, performance management, quality assurance, performance improvement, and contribute information for separations. Manage day-to-day staffing plans and operations. Communicate incidents to Operations Manager (OM) as necessary in a timely fashion. Organize and oversee staff development. Ensure that staff meet SLOs as identified by CGI management and FAA client. Facilitate the escalation process. Analyze call volume trends to anticipate staffing needs. Receive phone calls, tickets, alerts from the FAA NSC and provide support per the training and information available in the CGI NMS Knowledge Base. Monitors the NMS CGI dashboards and alerts Troubleshoots CGI incidents and provides resolution or escalation. Manage the ServiceNow ticket lifecycle. Provide accurate and clear descriptions in ServiceNow tickets and Access database according to the Escalation Grid, the CGI NMS Help Desk Guide, the CGI NMS Ensemble site, and the CGI NMS Knowledge Base.

Requirements

High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred.
Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes.
Experience with DevSecOps concepts and practices.
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information

Responsibilities

Manage day-to-day activities of the CGI SD, including CGI SD Technician staffing, assist with interviewing, hiring decisions, performance management, quality assurance, performance improvement, and contribute information for separations.
Manage day-to-day staffing plans and operations.
Communicate incidents to Operations Manager (OM) as necessary in a timely fashion.
Organize and oversee staff development.
Ensure that staff meet SLOs as identified by CGI management and FAA client.
Facilitate the escalation process.
Analyze call volume trends to anticipate staffing needs.
Receive phone calls, tickets, alerts from the FAA NSC and provide support per the training and information available in the CGI NMS Knowledge Base.
Monitors the NMS CGI dashboards and alerts
Troubleshoots CGI incidents and provides resolution or escalation.
Manage the ServiceNow ticket lifecycle.
Provide accurate and clear descriptions in ServiceNow tickets and Access database according to the Escalation Grid, the CGI NMS Help Desk Guide, the CGI NMS Ensemble site, and the CGI NMS Knowledge Base.