Help Desk Lead

Help Desk Lead

Position Description
We are seeking a dedicated and experienced Tier 2 Customer Service Lead to join our helpdesk team. The ideal candidate will provide expert level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service.
This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.

Your future duties and responsibilities
Manage day to day activities of the CGI SD, including CGI SD Technician staffing, assist with interviewing, hiring decisions, performance management, quality assurance, performance improvement, and contribute information for separations. Help fill in for shifts as needed.
Manage day to day staffing plans and operations. Communicate incidents to Operations Manager (OM) as necessary in a timely fashion. 
Organize and oversee staff development. 
Ensure that staff meet SLOs as identified by CGI management and FAA client. 
Facilitate the escalation process. 
Analyze call volume trends to anticipate staffing needs.
Receive phone calls, tickets, alerts from the FAA NSC and provide support per the training and information available in the CGI NMS Knowledge Base. 
Monitors the NMS CGI dashboards and alerts Troubleshoots CGI incidents and provides resolution or escalation.  
Manage the ServiceNow ticket lifecycle.
Provide accurate and clear descriptions in ServiceNow tickets and Access database according to the Escalation Grid, the CGI NMS Help Desk Guide, the CGI NMS Ensemble site, and the CGI NMS Knowledge Base.

Required qualifications to be successful in this role
Required qualifications to be successful in this role:
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
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 $58,000.00 $123,800.00.
CGI Federals benefits are offered to eligible professionals on their first day of employment to include:  
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar for dollar contributions made by eligible employees, up to a maximum, for their job category 

401(k) Plan and Profit Participation for eligible professionals 

Additional benefits determined by your Service Contract Act:
Paid Time Off (PTO)
Paid Federal Holidays 
Health & Welfare Benefits

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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.

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 View email address on clients.njoyn.com . 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 CGI’s legal duty to furnish information.