Help Desk Lead

Help Desk Lead Category: Service Desk / End User Services Main location: United States, Texas, San Antonio Position ID: J0626-1307 Employment Type: Full Time Responsibilities Manage day-to-day activities of the CGI Service Desk, including technician staffing, interviewing, hiring decisions, performance management, quality assurance, performance improvement, and contributing information for separations; fill in for shifts as needed. Manage day-to-day staffing plans and operations; communicate incidents to the Operations Manager (OM) in a timely fashion. Organize and oversee staff development. Ensure that staff meet Service Level Objectives (SLOs) as identified by CGI management and the FAA client. Facilitate the escalation process. Analyze call volume trends to anticipate staffing needs. Receive phone calls, tickets, and alerts from the FAA NSC and provide support per the training and information available in the CGI NMS Knowledge Base. Monitor the NMS CGI dashboards and alerts, troubleshoot CGI incidents, and provide resolution or escalation. Manage the ServiceNow ticket lifecycle. Provide accurate and clear descriptions in ServiceNow tickets and the Access database according to the Escalation Grid, the CGI NMS Help Desk Guide, the CGI NMS Ensemble site, and the CGI NMS Knowledge Base. Qualifications High school diploma or equivalent; associate or bachelor's degree in a related field preferred. Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position. Advanced technical troubleshooting skills and the ability to learn new technologies quickly. Excellent verbal and written communication skills. Ability to work independently and as part of a team. Strong organizational skills and attention to detail. Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred. Experience with cloud infrastructure–based IT systems, with a preference for Google Cloud and Kubernetes. Experience with DevSecOps concepts and practices. Excellent troubleshooting and problem‑solving skills. Strong communication and interpersonal skills. Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information. Compensation and Benefits CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. A reasonable estimate of the current range for this role in the U.S. is $58,000.00 - $123,800.00 . Benefits include the following: 401(k) Plan and Profit Participation for eligible professionals. Paid Time Off (PTO). Paid Federal Holidays. Health & Welfare Benefits. Share Purchase Plan (SPP) with dollar‑for‑dollar matching contributions up to a maximum for your job category. Equal Employment Opportunity Statement Qualified applicants will receive consideration for employment without regard to 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. #J-18808-Ljbffr