Remote Support Lead, SME

Position Description:

CGI Federal has an exciting opportunity for a Remote Support 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 Remote Support Lead manages and oversees a team providing technical support to users remotely. This role requires strong leadership skills technical expertise and the ability to effectively communicate and troubleshoot issues in a virtual environment. They are responsible for ensuring efficient and effective support delivery often involving managing support calendars maintaining knowledge bases and ensuring service level agreements are met.

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.

Your future duties and responsibilities:

Team Leadership: Leading mentoring and coaching a team of remote support specialists fostering a collaborative and productive environment.
Technical Support: Providing escalated technical support troubleshooting hardware software and network issues and ensuring timely resolution of user problems.
Process Improvement: Developing and implementing strategies to improve support processes enhance efficiency and optimize service delivery.
Knowledge Management: Maintaining and updating knowledge bases documentation and training materials to support the team and end-users.
Performance Monitoring: Monitoring key performance indicators (KPIs) related to support requests response times and customer satisfaction.
Communication: Effectively communicating with team members other departments and end-users regarding support issues resolutions and system updates.
Customer Focus: Ensuring a positive and helpful customer experience striving for high levels of customer satisfaction.

Required qualifications to be successful in this role:

Education and/or Experience: Bachelors degree and/or 10 years of experience
Security Clearance: Ability to obtain and maintain an active TS/SCI with Poly; active TS/SCI with Poly highly desired.
Analytical Skills: The ability to analyze complex data identify trends and draw meaningful conclusions.
Communication Skills: Strong verbal and written communication skills to effectively interact with stakeholders and convey technical information.
Problem-Solving Skills: The ability to identify problems analyze root causes and develop effective solutions.
Technical Skills: Understanding of business systems data analysis tools and relevant technologies.
Interpersonal Skills: The ability to build relationships collaborate effectively and influence stakeholders.
Technical Expertise: Strong understanding of computer hardware software networking and common troubleshooting techniques.
Leadership and Communication: Excellent leadership communication and interpersonal skills with the ability to motivate and guide a team.
Problem-Solving: Strong analytical and problem-solving skills with the ability to quickly diagnose and resolve complex technical issues.
Organizational Skills: Excellent organizational and time management skills with the ability to prioritize tasks and manage multiple responsibilities.
Remote Support Tools: Experience with remote support tools ticketing systems and collaboration platforms.
Adaptability: Ability to adapt to changing priorities and technologies and to work effectively in a fast-paced dynamic environment.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level experience relevant training and licensure and certifications. To support the ability to reward for merit-based performance CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $88200.00 - $214800.00.

CGI Federals 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

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Skills:

• Data Analysis
• Technical Analysis

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race ethnicity ancestry color sex religion creed age national origin citizenship status disability pregnancy medical condition military and veteran status marital status sexual orientation or perceived sexual orientation gender gender identity and gender expression familial status or responsibilities reproductive health decisions political affiliation genetic information height weight or any other legally protected status or characteristics to the extent required by applicable federal state and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S. please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements and in accordance with applicable laws some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with CGIs legal duty to furnish information.