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.

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 CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role.
• Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
• CGI provides reasonable accommodations to qualified individuals with disabilities.
• 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.
• Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check.
• CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
• 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.

Nice To Haves

• associate or bachelor's degree in a related field
• ServiceNow ITSM preferred.
• Google Cloud and Kubernetes.
• DevSecOps concepts and practices.

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.
• Help fill in for shifts as needed.
• 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.

Benefits

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar for dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible professionals
• Paid Time Off (PTO)
• Paid Federal Holidays
• Health & Welfare Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED