Helpdesk Lead, Senior

CGI•Arlington, VA

14h•Hybrid

About The Position

CGI Federal has an exciting opportunity for a Helpdesk Lead within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities. The Helpdesk Lead manages and oversees the daily operations of a help desk team, ensuring efficient and effective technical support. This role involves troubleshooting escalated issues, mentoring team members, implementing processes, and maintaining service levels. The Lead acts as a point of contact for complex issues, manages ticket workflows, and contributes to the overall success of the help desk team and the organization. CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission. This position is located in our Arlington, VA office; however, a hybrid working model is acceptable.

Requirements

Bachelor’s degree and/or 5 to 8 years of experience
TS/SCI with CI Poly
Strong Communication and Collaboration Skills: Ability to effectively communicate with technical and non-technical stakeholders.
Problem-Solving and Analytical Skills: Ability to identify and resolve complex security issues.

Nice To Haves

Skills: Communication Customer Care Help Desk/IT Services Intelligence Systems Analysis

Responsibilities

Oversee the daily activities of the help desk team, providing guidance, support, and direction.
Set schedules, manage workloads, and ensure adequate coverage for service delivery.
Mentor and train junior staff members, fostering their technical and professional development.
Evaluate individual and team performance, identifying areas for improvement.
Foster a positive and collaborative team environment.
Troubleshoot and resolve complex technical issues, acting as a point of escalation.
Develop and implement effective troubleshooting strategies and best practices.
Ensure accurate and timely documentation of issues and resolutions.
Collaborate with other IT teams to resolve complex problems.
Develop, refine, and implement help desk policies, procedures, and workflows.
Monitor and analyze help desk performance metrics, identifying areas for improvement.
Manage ticket assignments, escalations, and resolution processes.
Maintain and update onboarding documentation and processes for new hires.
Communicate effectively with team members, users, and other IT teams.
Provide clear and concise technical explanations to non-technical users.
Collaborate with other teams to implement solutions and improvements.
Ensure compliance with service level agreements (SLAs).
Evaluate and recommend new tools and technologies to improve support services.
Manage vendor relationships for software and hardware support.