Service Desk Lead

Job Order: J0913-1147 - Permanent Full Time
Title: Service Desk Lead
Category: Information Technology
City: Washington DC, District of Columbia, United States

Job Description: Service Desk Lead

CGI is looking for a Service Desk Lead to manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded. Candidate will be responsible for managing help desks in a multi-server environment, help desk support, and end user training. Successful candidate will have experience in information systems development, network and in the client/server or related fields. Ultimate responsibility for ownership of all customers' incidents or logged service requests.

Principle Duties and Responsibilities:
- Provides daily supervision and direction to staff who are responsible for phone and in person support to users in the areas of e-mail, directories, standard windows desktop applications, and deployed applications.
- Track the incidents to conclusion in line with SLAs and quality standards;
- Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations;
- Provide information about incidents analysis and KPIs;
- Build services relationship with customers and conduct service reviews for key customers.
- Review performance reports, service improvements, service quality and processes; Provide management and performance reports.

Required Knowledge, Skills, Abilities and Competencies:
- Minimum of 7 years of experience
- ITIL Service Delivery qualification
- Use of Front Range Information Technology Service Management Tool
- Experience in management of help desks in a multi-server environment, help desk support, and - end user training. General experience includes information systems development, network and other work in the client/server or related fields.
- Experience with Bring your own device initiatives
- Microsoft Service System Center Configuration Manager is used for remote software installation
- Bachelor's Degree or equivalent experience At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 69,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

Skills
- Help Desk/IT Services
- ITIL

Reference: 280345