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

• 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.

• 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 - $.

• 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

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