Help Desk Lead - Senior

Overview CGI Federal has an exciting opportunity for a Helpdesk 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 Helpdesk Lead manages and oversees the daily operations of a help desk team, ensuring efficient and effective technical support. This role involves troubleshooting escalated issues, mentoring team members, implementing processes, and maintaining service levels. The Lead acts as a point of contact for complex issues, manages ticket workflows, and contributes to the overall success of the help desk team and the organization. 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 Arlington, VA. Your future duties and responsibilities Responsibilities Team Leadership: Oversee the daily activities of the help desk team, providing guidance, support, and direction. Set schedules, manage workloads, and ensure adequate coverage for service delivery. Mentor and train junior staff members, fostering their technical and professional development. Evaluate individual and team performance, identifying areas for improvement. Foster a positive and collaborative team environment. Technical Support: Troubleshoot and resolve complex technical issues, acting as a point of escalation. Develop and implement effective troubleshooting strategies and best practices. Ensure accurate and timely documentation of issues and resolutions. Collaborate with other IT teams to resolve complex problems. Process Management: Develop, refine, and implement help desk policies, procedures, and workflows. Monitor and analyze help desk performance metrics, identifying areas for improvement. Manage ticket assignments, escalations, and resolution processes. Maintain and update onboarding documentation and processes for new hires. Communication and Collaboration: Communicate effectively with team members, users, and other IT teams. Provide clear and concise technical explanations to non-technical users. Collaborate with other teams to implement solutions and improvements. Other: Ensure compliance with service level agreements (SLAs). Evaluate and recommend new tools and technologies to improve support services. Manage vendor relationships for software and hardware support. Qualifications Education and/or Experience: Bachelor’s degree and/or 5 to 8 years of experience Security Clearance: Must possess the ability to obtain and maintain a TS/SCI clearance with polygraph. Candidates with an active TS/SCI and polygraph are highly desirable. Strong Communication and Collaboration Skills: Ability to effectively communicate with technical and non-technical stakeholders. Problem-Solving and Analytical Skills: Ability to identify and resolve complex security issues. 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. A reasonable estimate of the current range for this role in the U.S. is $78,400.00 - $173,500.00. Benefits and additional information 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 #79570 #ClearanceJobs #CGIintelligencecareers #MARSCareers 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 click.appcast.io. 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. 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. 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. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr