Service Center Manager

Position Description:

We are seeking an experienced Service Center Manager to lead and oversee a highvolume enterpriselevel IT Service Center supporting a geographically dispersed user base. This role is responsible for endtoend service delivery across Service Desk operations desktop support incident management IT service request management ticket workflows communication processes and knowledge management. The ideal candidate brings strong leadership operational excellence and a commitment to continuous improvement in customer support services.

Your future duties and responsibilities:

Provide overall management and leadership for the Service Center including Service Desk Desktop Support incident resolution and service request processing.
Ensure efficient handling ownership and resolution of tickets from initial creation through completion within the enterprise ticketing system and associated call distribution tools.
Oversee Service Desk personnel and ensure timely delivery of Tier 0 Tier 1 and Tier II desktop support services.
Manage and enhance communication processes user notifications and customerfacing status updates.
Maintain and improve knowledgebased articles standard operating procedures (SOPs) and related documentation.
Drive operational excellence by optimizing standardizing and modernizing support workflows to improve customer satisfaction and service performance.
Lead continuous improvement efforts to enhance service levels response time and overall user experience.
Support mobile device service operations escalation workflows and feedback loops for service quality.

Required qualifications to be successful in this role:

ITIL Foundation Certification (or higher).
At least seven years of technical and operational experience managing maturing or modernizing a 24x7x365 Service Desk supporting geographically dispersed users.
Demonstrated experience overseeing endtoend IT service delivery in environments similar in complexity and scale to large publicsector or enterprise organizations.
Experience developing and managing Service Center communications reporting and operational or strategic planning.
Ability to obtain and maintain a Secretlevel security clearance (or currently holding one).

Preferred Qualifications
Help Desk Institute Support Center Manager (HDISCM) certification.
Experience implementing or maturing Tier 0 (selfservice) support capabilities and related reporting dashboards.
Proven track record in service modernization initiatives aimed at improving efficiency automation or user selfservice.

Ideal Candidate Attributes
Strong team leadership and mentoring skills.
Excellent communication skills with the ability to convey technical information clearly.
Proven ability to streamline processes and drive operational improvements.
Customerfocused approach with a commitment to highquality service delivery.

Skills:

• Service Delivery Management

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.

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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.