ClearanceJobs
Helpdesk Manager
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. Your future duties and responsibilities: Team Management: Supervising, training, and mentoring help desk staff. Managing schedules, performance, and workload distribution. Fostering a collaborative and positive work environment. Service Delivery: Ensuring timely and effective resolution of technical issues. Managing the help desk ticketing system and escalation processes. Developing and implementing help desk policies and procedures. Process Improvement: Analyzing help desk performance metrics and identifying areas for improvement. Developing and implementing strategies to enhance service quality and efficiency. Maintaining and updating knowledge base articles and documentation. Technical Support: Serving as an escalation point for complex or critical technical issues. Troubleshooting and resolving technical problems related to hardware, software, and network issues. Collaborating with other IT teams and vendors. Resource Management: Managing the help desk budget and resources. Evaluating and recommending new tools and technologies to improve support services. Ensuring compliance with IT security policies and procedures. Required qualifications to be successful in this role: 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. Compensation range for this role in the U.S. is $78,400.00 - $173,500.00. CGI Federal's benefits are offered to eligible professionals on their first day of employment to include: Competitive compensation Comprehensive insurance options Matching contributions through the 401(k) plan and the share purchase plan Paid time off for vacation, holidays, and sick time Paid parental leave Learning opportunities and tuition assistance Wellness and well-being programs Skills: English Help Desk/IT Services ITIL Leadership What you can expect from us: Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because... You are invited to be an owner from day 1 as we work together to bring our dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.
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. Your future duties and responsibilities: Team Management: Supervising, training, and mentoring help desk staff. Managing schedules, performance, and workload distribution. Fostering a collaborative and positive work environment. Service Delivery: Ensuring timely and effective resolution of technical issues. Managing the help desk ticketing system and escalation processes. Developing and implementing help desk policies and procedures. Process Improvement: Analyzing help desk performance metrics and identifying areas for improvement. Developing and implementing strategies to enhance service quality and efficiency. Maintaining and updating knowledge base articles and documentation. Technical Support: Serving as an escalation point for complex or critical technical issues. Troubleshooting and resolving technical problems related to hardware, software, and network issues. Collaborating with other IT teams and vendors. Resource Management: Managing the help desk budget and resources. Evaluating and recommending new tools and technologies to improve support services. Ensuring compliance with IT security policies and procedures. Required qualifications to be successful in this role: 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. Compensation range for this role in the U.S. is $78,400.00 - $173,500.00. CGI Federal's benefits are offered to eligible professionals on their first day of employment to include: Competitive compensation Comprehensive insurance options Matching contributions through the 401(k) plan and the share purchase plan Paid time off for vacation, holidays, and sick time Paid parental leave Learning opportunities and tuition assistance Wellness and well-being programs Skills: English Help Desk/IT Services ITIL Leadership What you can expect from us: Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because... You are invited to be an owner from day 1 as we work together to bring our dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.