Helpdesk Manager SME

CGI Group Inc.•Arlington, TX

64d•$78,400 - $173,500

About The Position

CGI Federal has an exciting opportunity for a Helpdesk Manager 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 Manager oversees the daily operations of a help desk or IT support team, ensuring efficient and effective technical support to users. They manage a team of support staff, resolve escalated issues, and develop strategies to improve service delivery and user satisfaction. 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 Arlington, VA.

Requirements

Education and/or Experience: Bachelor's degree and/or 10+ years of experience
Security Clearance: Must possess the ability to obtain and maintain a TS/SCI clearance with polygraph. Candidates with an active TS/SCI and polygraph are highly desirable.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
In-depth knowledge of IT support and troubleshooting.
Experience with help desk software and ticketing systems.
Ability to analyze and improve help desk processes.
Strong problem-solving and decision-making skills.
Experience with IT service management (ITSM) frameworks (e.g., ITIL) is often preferred.

Responsibilities

Team Management: o Supervising, training, and mentoring help desk staff. o Managing schedules, performance, and workload distribution. o Fostering a collaborative and positive work environment.
Service Delivery: o Ensuring timely and effective resolution of technical issues. o Managing the help desk ticketing system and escalation processes. o Developing and implementing help desk policies and procedures.
Process Improvement: o Analyzing help desk performance metrics and identifying areas for improvement. o Developing and implementing strategies to enhance service quality and efficiency. o Maintaining and updating knowledge base articles and documentation.
Technical Support: o Serving as an escalation point for complex or critical technical issues. o Troubleshooting and resolving technical problems related to hardware, software, and network issues. o Collaborating with other IT teams and vendors.
Resource Management: o Managing the help desk budget and resources. o Evaluating and recommending new tools and technologies to improve support services. o Ensuring compliance with IT security policies and procedures.