Help Desk Supervisor

Job description

Job Description

Help Desk Supervisor

Position Description
Be part of building one of the largest independent technology and business services firms in the world. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities. Join our team of professionals where you will lead a team that ensures that CGI members and clients across the US have the technology they need to complete their work. In this role, you will be leading a team of individuals who are supporting internal end users and external clients on a day-to-day basis by troubleshooting incoming support contacts through phone & email, imaging and deploying workstations, as well as tracking and managing hardware assets. The candidate is expected to participate in continuous process improvement as well as use their experience to enhance CGI’s ability to offer exceptional customer support.

Your future duties and responsibilities
• Expected to supervise the CGI Technical Assistance Center (Help Desk) providing end user support for all members and clients, as well as leading project work.

• Expected to be innovative, offer transformative concepts, lead upgrades and initiatives.

• Expected to provide leadership to a multi-site team, work to improve processes and maturity through people leadership, metrics development and reporting, knowledge management and continuous process improvement.

• New hire and termination processing.

Required qualifications to be successful in this role
• Must be able to work independently with no on-site supervision

• Must be a self-starter, who stays abreast of the latest technology, and has a passion for IT and providing a great customer experience

• Must have excellent verbal and written communication skills with the ability to work within all levels of the organization.

• Experience should include several years of Help Desk / Service Desk experience at both the technician and leadership level.

• Industry certifications including HDI, Comptia, and ITIL are required.

• Ability to demonstrate strong understanding of Incident, Service Request, Problem and Change Management processes.

• End user support experience, as well as high-level technical experience/understanding of: SCCM, Active Directory, general Systems Management, Networking, MAC, end-user hardware devices (smartphones, laptops/desktops, tablets, etc.) as well as and Microsoft operating systems platforms.

Skill Set Years of Experience Proficiency Level
Help Desk Technician 5 Senior
Help Desk Leadership 3-5 Senior
Remedy ITSM (Ticketing) 5 Intermediate
Metrics / KPI Industry Standards 5 Senior
Help Desk Best Practices 5 Senior
Active Directory (General) 3 years Intermediate
Intel and MAC/Apple hardware 3 years Intermediate
Microsoft Operating Systems to Windows 10 5 years Senior
SCCM/(SMS) 2 years Intermediate
End-User Devices Hardware 5 years Senior
Android and iOS Operating Systems 3 years Intermediate
Network connectivity and concepts 5 years Senior

DESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS REQUIRED
Skill Set Years of Experience Proficiency Level
People Leadership 5 Senior
Team-Oriented 10 Senior
Project-Oriented 5 Senior

Minimum Education Required: Bachelors Degree
Undergraduate degree in IT desired or comparable experience
Hands-on technical training in IT and Management disciplines. HDI and ITIL certifications.
ADDITIONAL INFORMATION OR COMMENTS
• Must be able to interact with Client and CGI Management professionally
• Must be able to handle Client growth in the end-user environment
• Must have Excellent professional presentation, excellent communication and documentation skills
• Must be able to create, implement and enforce processes and policies
• Must be able to interact with other technical towers on a level commensurate with those skillsets
• Must have sufficient knowledge (and currency) of end user supporting environments to be able to support and mentor technicians

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

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 US_Employment_Compliance@cgi.com . You will need to reference the requisition number 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 requisition number 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.

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.

Skills

·  Active Directory
·  Communication (Oral/Written)
·  Help Desk/IT Services
·  Leadership
·  Multi-tasking
·  Network
·  Problem Solving/DecisionMaking
·  Remedy
·  Windows

Reference

748119