Help Desk Lead, 2pm - 12am Tuesday & Wednesday, 6pm - 6am Saturday & Sunday

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the CGI Service Desk, which includes managing technician staffing, conducting interviews, making hiring decisions, handling performance management, ensuring quality assurance, implementing performance improvements, and managing separation-related information.

• Provide coverage for shifts as necessary.

• Develop and manage staffing plans along with daily operations.

• Timely communicate incidents to the Operations Manager.

• Organize and supervise staff development initiatives.

• Ensure that staff meet the service-level objectives set by CGI management and the FAA client.

• Facilitate the escalation process when needed.

• Analyze call-volume patterns to predict staffing requirements.

• Receive phone calls, tickets, and alerts from the FAA NSC, providing support utilizing CGI NMS training and knowledge-base resources.

• Monitor CGI NMS dashboards and alerts for operational efficiency.

• Troubleshoot CGI incidents and provide resolutions or escalate as appropriate.

• Manage the lifecycle of ServiceNow tickets.

• Maintain accurate descriptions in ServiceNow tickets and the Access database in accordance with escalation and help-desk protocols.

⛳️ Requirements

• A high school diploma or equivalent is required; an associate or bachelor's degree in a relevant field is preferred.

• A minimum of 4 years of experience in customer service or technical support is required.

• At least 2 years of experience in a Tier 2 or higher role.

• Advanced technical troubleshooting abilities with a rapid learning capacity for new technologies.

• Exceptional verbal and written communication skills.

• Capacity to work both independently and collaboratively as part of a team.

• Strong organizational capabilities and meticulous attention to detail.

• Proficiency with helpdesk ticketing systems and CRM software; experience with ServiceNow ITSM is preferred.

• Familiarity with cloud infrastructure-based IT systems; knowledge of Google Cloud and Kubernetes is preferred.

• Experience with DevSecOps concepts and practices.

• Excellent troubleshooting and problem-solving abilities.

• Strong communication and interpersonal skills.

• Capability to obtain clearance for accessing Sensitive Unclassified Information/Controlled Unclassified Information.

• Ability to complete a background investigation for U.S. employment successfully.

🏝️ Benefits

• Competitive compensation.

• Comprehensive insurance options available.

• Matching contributions through the 401(k) plan and the share purchase plan.

• Paid time off for vacation, holidays, and sick leave.

• Paid parental leave.

• Opportunities for learning and tuition assistance.

• Wellness and well-being programs.