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CGI Technologies and Solutions, Inc. Help Desk Lead in Fairfax, Virginia

Help Desk Lead

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Help Desk Lead

Category: Cyber Security Consulting

City: Fairfax, Virginia, United States

Position ID: J0919-2147

Employment Type: Full Time

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Position Description:

This opportunity is to lead help desk operations for a call center supporting a cybersecurity shared service offering for a variety of government agencies. The role includes the supervision of technicians and ensuring adherence of the team to established processes and procedures. Deep understanding of help desk processes is required. Candidate will be responsible for making sure that all calls for assistance are document via a ticketing system, and are addressed by the team or escalated within established timeframes. The candidate should continuously look for efficiencies across the team to minimize the amount of time tickets remain open. Candidate should identify team training needs, common incidents, and trends. The role entails gathering metrics from calls and providing status reporting to the customer.

Your future duties and responsibilities:

  • Oversight/supervision of team of technicians in responding to end user interactions (calls, emails, self service tickets, etc.).

  • Meeting regularly with team leads to review outstanding tickets and plans for resolution.

  • Monitoring call volume and assess capacity of team.

  • Managing development of staff to ensure growth in assigned functional areas.

  • Meeting regularly with client to convey status, trends, issues and risks.

  • Ensuring help desk is adequately staffed at all times during specific hours.

  • Reviewing technicians’ interactions for quality.

  • Building an understanding of all of the supported systems and programs.

  • Identifying common issues and escalating, recommending alternatives or changes to business process, training materials, knowledge bases, or job aids to reduce the impact.

  • Resolve most issues upon first contact with end user.

  • Collaborating with the communications team to provide situational awareness of common issues, outages, limited functionality, or unplanned events.

  • Referencing knowledge management databases/tools to understand business process, common issues, workarounds.

  • Monitoring escalated tickets to understand root cause.

Required qualifications to be successful in this role:

  • Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required.

  • Must have leadership experience.

  • Communicating clearly and effectively.

  • Collaborating easily with others.

  • Experience with an IT systems service/help desk.

  • Experience using ServiceNow and other CMDB/ITSM systems.


  • Experience with Enterprise Resource Management systems, financial management and travel management.


What you can expect from us:

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.

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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 . 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.