Service Desk – Pod Leader

Troy, AL

Service Desk – Pod Leader

Category: Service Desk / End User Services

Main location: United States, Alabama, Troy

Position ID: J0624-0352

Employment Type: Full Time

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 in our Belton TX / Lebanon VA / Troy AL Delivery Centers where you will be part of the team that ensures that CGI members across the US have the support they need to succeed at CGI. In this role, you will be supporting internal end users and external customers on a day-to-day basis by leading a team of Tier 1 Help Desk Analysts located in several locations. This is a 24 x 7 operation in a very busy Help Desk environment. You will be able to participate in continuous process improvement as well as use your experience to enhance CGI’s ability to offer exceptional customer support.

Your future duties and responsibilities:

• Expected to supervise the CGI US 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.

• Be an influential part of the GTO PMSO EUS Leadership team providing direction and a positive influence on people, process and technology

• Responsible for, and required to report daily / weekly / monthly on, the current state of the Help Desk through industry standard KPIs

• Position will require a pro-active approach including recommendations for improvements where necessary and reasonable.

• Candidate must be proficient in Microsoft Excel

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 expected.

• 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.

• Minimum 3 -5 years of experience working in an IT support role or help desk environment

• Exceptional attention to detail is required

• Experience documenting technical information into a knowledgebase and/or process documentation

• Must be dedicated to the role: punctual, self-confident and completely dependable

• Fast learner with a passion for technology

• Must be able to successfully complete a government background investigation

• 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

• Additionally, some activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking

• Frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 40 pounds

“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 $33,400 - $66,700.”

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

• Competitive base salaries

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

• 401(k) Plan and Profit Participation for eligible members

• Generous holidays, vacation, and sick leave plans

• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;

• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more



  • Customer Service & Support

  • Leadership

  • Project Management

  • ServiceNow CMS

What you can expect from us:

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, political affiliation, genetic information, height, weight, 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 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.

We make it easy to translate military experience and skills! Clickhere ( to be directed to our site that is dedicated to veterans and transitioning service members.

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.