Onsite and Remote Support Manager, SME TS Clearance REQUIRED

CGI•Arlington, VA

11h•Hybrid

About The Position

CGI Federal has an exciting opportunity for an Onsite and Remote Support 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 Onsite and Remote Support Manager leads IT or customer service teams to deliver seamless technical assistance. They oversee daily help desk operations, manage Service Level Agreements (SLAs), handle escalated issues, and ensure both physical hardware and digital connectivity needs are met across 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.

Requirements

Bachelor’s degree and/or 10+ years of experience
TS with the ability to obtain and maintain SCI with CI Poly
Strong technical background in IT infrastructure and support.
Leadership and communication skills.
Experience with ITIL best practices and service management frameworks.
Ability to manage a team, including performance issues and staff development.
Skills in troubleshooting technical issues and implementing solutions.
Experience with hardware, software, and network support.
Strong understanding of system modernization and deployment strategies.

Responsibilities

Team Management & Development: Line manage, mentor, and motivate the onsite and remote support teams to achieve organizational objectives, fostering a positive and collaborative environment.
Service Delivery Oversight: Manage daily onsite and remote support operations, ensuring adherence to Service Level Agreements (SLAs) and ITIL processes for incident, problem, and change management.
Performance Monitoring: Track and analyze Key Performance Indicators (KPIs) and service metrics to identify areas for improvement and ensure consistent, high-quality service delivery.
Technical Leadership: Provide technical guidance and expertise on LAN infrastructure, system modernization, and the deployment of new IT capabilities.
Stakeholder Management: Build strong relationships with internal stakeholders and end-users to effectively meet IT support needs and promote new technologies.
Process Improvement: Identify inefficiencies in processes and workflows, then recommend and implement improvements to enhance service quality and operational efficiency.
Vendor Management: Collaborate with third-party vendors to ensure optimal performance, cost-effectiveness, and adherence to quality standards.
Documentation & Reporting: Create and maintain documentation related to support procedures, and provide reports on team performance and service metrics.