Service Desk Manager

Service Desk Manager

Position Description
Lead Service Desk Operations for a Large-Scale State Government Program

Are you an experienced Service Desk Manager who excels at leading high-performing support organizations, improving customer experience, and building trusted client relationships? Do you know how to turn operational data into actionable insights while ensuring teams consistently meet demanding service levels?

CGI is seeking a **Service Desk Manager** to provide operational and strategic leadership for two service desk teams supporting a **large-scale statewide government program**. This role is accountable for delivering consistent, high-quality customer support while meeting contractual service levels, operational performance targets, and client expectations.

As a key client-facing leader, you will combine strong people leadership with operational discipline, data-driven decision-making, and continuous improvement. You will develop high-performing teams, identify opportunities to improve service delivery, and introduce innovative approaches—including automation, self-service, analytics, and AI-enabled solutions—to enhance the customer experience.

Location: Rancho Cordova, CA
Work Model: Onsite five (5) days per week

This position requires **onsite presence in Rancho Cordova five days per week** to provide hands-on leadership, support close collaboration with the service desk teams, and maintain strong engagement with client stakeholders.

How we’re transforming Government

We use technical expertise and secure solutions to help government reinvent the ways of working to improve citizen services and increase efficiency. Our work helps civil entities provide services transparently and with fewer resources.

Your future duties and responsibilities

How you'll make an impact

Service Desk Operations & Performance

* Provide overall leadership and operational oversight for two service desk teams, ensuring consistent, reliable, and high-quality service delivery across both operations.
* Review and interpret **NICE inContact/CXone** dashboards, reports, and real-time performance data to identify trends, operational risks, staffing requirements, and opportunities for improvement.
* Ensure achievement of contractual **Service Level Agreements (SLAs)** and proactively develop corrective action plans when performance is at risk.
* Establish effective escalation procedures and ensure high-impact or sensitive issues receive appropriate management attention.
* Ensure adequate staffing and workforce coverage to support anticipated and unexpected fluctuations in service demand.
* Identify emerging trends, recurring issues, and operational risks and recommend appropriate corrective or preventive actions.
* Collaborate with and manage third-party vendors supporting service desk operations.

Team Leadership & Development

* Lead, coach, mentor, and develop service desk supervisors, leads, and agents.
* Establish clear performance expectations and hold team members accountable for results.
* Foster a culture of ownership, responsiveness, professionalism, collaboration, and continuous improvement.
* Conduct regular performance reviews, coaching sessions, team meetings, and operational reviews.
* Identify skill gaps and implement targeted training and development plans.
* Build and maintain high-performing, customer-focused teams capable of consistently meeting client and contractual expectations.

Client Relationship Management

* Serve as a primary operational point of contact for government client stakeholders regarding service desk performance and customer experience.
* Develop trusted relationships with client leadership through proactive communication, transparency, responsiveness, and consistent delivery.
* Lead or participate in client operational reviews and present service desk performance, trends, risks, accomplishments, and improvement initiatives.
* Communicate issues early and clearly, providing recommended solutions and realistic timelines rather than simply escalating problems.
* Partner with client stakeholders to understand evolving business needs and translate them into service desk processes and improvements.
* Use strong facilitation, relationship management, and conflict resolution skills to navigate complex operational and client situations.

Continuous Improvement & Innovation

* Identify opportunities to improve service delivery and the customer experience through process optimization and technology.
* Evaluate and introduce innovative tools and capabilities, including **automation, analytics, self-service solutions, and AI-enabled technologies**.
* Develop business cases and implementation plans for proposed service improvements.
* Use operational data and customer feedback to identify opportunities to increase efficiency, improve service quality, and enhance the overall customer experience.
* Partner with internal and client stakeholders to move improvement initiatives from concept through implementation.

Financial Management, Reporting & Governance

* Manage service desk financial and administrative responsibilities.
* Monitor service desk costs and identify opportunities to improve operational efficiency while maintaining contractual service levels.
* Develop and present weekly, monthly, and ad hoc operational reports.
* Translate service desk metrics and performance data into **concise, executive-level insights and actionable recommendations**, rather than simply reporting statistics.
* Maintain documentation required for contractual reporting, governance, audits, and operational reviews.

Required qualifications to be successful in this role

What you'll bring

* Bachelor's degree in Business Management or equivalent degree or work experience.

* The Service Desk Manager shall have at least **three (3) years of experience within the past fifteen (15) years** leading or managing service desk operations on projects involving large and complex IT systems.

* Experience with **ServiceNow** within the past fifteen (15) years.

* Experience with the **Atlassian tool suite**, such as Jira.

* Experience supporting **large statewide government applications**.

* Strong facilitation and conflict resolution skills.

* Excellent written and verbal communication skills.

* Ability to influence without direct authority.

Preferred qualifications:

* Experience with **NICE inContact** within the past fifteen (15) years.

Other 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 $100,800.00 $176,300.00.
CGI'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

#LI-RS2

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 us.fitly.work . 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.