It support manager - lead

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Position Description: CGI Federal is seeking an IT Support Management — Lead to manage and lead the IT support center operations on a complex federal IT managed services engagement. This is a hands on management role responsible for the day to day performance of a multi tier service desk team that handles infrastructure support requests, enterprise platform user support, account provisioning, and change management across a hybrid on premises and cloud hosted environment. You will monitor performance, manage personnel, drive continuous improvement in response and resolution times, and ensure that the support operation meets defined SLA commitments. If you bring proven experience managing IT support center teams in federal environments and thrive in a structured, outcome driven service delivery setting, this role is for you.

This position is located in our client site in Chantilly, VA office as well as our office in Fairfax, VA. No remote options are available.

Your future duties and responsibilities:

• Manage the activities and personnel of the IT support center, ensuring that operations are conducted in accordance with established procedures, practices, and SLA commitments across all active service queues.
• Monitor performance of support personnel by reviewing response times, problem logs, resolution rates, and trends in reported issues; identify performance gaps and implement corrective actions to maintain SLA attainment targets.
• Oversee multi tier service desk operations covering infrastructure support requests, enterprise platform user support, account provisioning and lifecycle management, change requests, and incident response across a hybrid on premises and cloud hosted environment.
• Recommend strategies and hardware or software enhancements to increase team productivity and improve service quality; develop and implement process improvements that reduce manual effort and improve first contact resolution rates.
• Select, develop, and evaluate support personnel to ensure the efficient operation of the function; provide coaching, performance feedback, and development guidance to senior and intermediate support specialists and technicians.
• Ensure that all phases of IT support operations, including ticket intake, triage, escalation, resolution, and closure, are properly coordinated, monitored, tracked, and documented in the ITSM platform.
• Oversee account provisioning and access management workflows, ensuring that provisioning requests are processed within defined SLA timelines and that access records are maintained accurately and in compliance with applicable security policies.
• Coordinate with infrastructure, cybersecurity, and enterprise platform teams to ensure that escalated issues are resolved promptly and that cross functional dependencies are managed without disruption to end users.
• Develop, document, and maintain standard operating procedures and service guidelines for the support center; ensure that procedures remain current and reflect operational needs.

Required qualifications to be successful in this role:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience.
• Minimum of 5 years of professional experience in IT support center operations, with demonstrated experience managing or supervising service desk teams in federal government environments.
• Demonstrated experience managing multi tier IT support operations, including infrastructure support, user account management, change management, and incident response, against defined SLA commitments.
• Proficiency with ITSM platforms (Jira Service Management, ServiceNow, or equivalent) for ticket management, SLA tracking, queue administration, and performance reporting.
• Demonstrated experience selecting, developing, and evaluating support personnel, including senior and intermediate specialists and technicians.
• Familiarity with ITIL based service management frameworks and their application in federal IT managed services environments.
• Strong written and verbal communication skills; ability to produce clear performance reports and present operational data to both technical and non technical audiences.
• U.S. citizenship required.

Desired qualifications/non essential skills required:

• Experience managing IT support operations in hybrid on premises and cloud hosted environments, including familiarity with account provisioning workflows in multi enclave or multi tenant environments.
• Familiarity with federal cybersecurity compliance requirements, including access control policies, user account lifecycle management, and STIG compliance, as they apply to support center operations.
• Experience with Jira Service Management, including queue configuration, SLA cycle management, and dashboard reporting.
• Experience implementing process improvements that measurably reduce time to resolution or improve first contact resolution rates in a federal IT support environment.
• Experience supporting program transitions, including knowledge transfer, baseline documentation, and continuity of operations planning for support center functions.
• ITIL Foundation certification or higher.
• HDI Support Center Manager certification or equivalent.
• Experience in DoD or federal health IT environments.

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 $81,600.00 - $180,700.00.

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

#CGIFederalJob Skills: Delivery management IT Service Management Agile Delivery Management Contract Governance ITIL

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