Manager Support Desk

2 weeks ago

Moncton, Canada CGI Full time

At CGI, highly skilled and committed consultants collaborate in a fast-paced environment, on multi-functional teams, where we enjoy personal and professional development at our own pace. CGI’s continuous growth is a testament to the confidence clients place in us and to the dedication of our people. At CGI, all employees are called members, because we feel a powerful sense of ownership and accountability, building our own company together - in 400+ offices worldwide. CGI relies on our global resources, expertise, stability, and skilled professionals to achieve outstanding results for clients - and for members; that’s why an astounding 90 percent of us are CGI shareholders

**Insights you can act on**

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

**Your future duties and responsibilities**
- Manage customer service levels in accordance with contractual agreements and ensure a high level of service quality in accordance with customer service level agreements
- Ensure consistency of overall team performance with regards to the quality of technical support and customer service, in conjunction with service level achievement, maintaining and enforcing standards / procedures regarding resolution of technical problems
- Understand the general objectives of the Service Desk and Billing Services, as well as the role and function of each member of the team
- Conduct performance reviews and member satisfaction reviews
- Advise / Coach direct reports (Team leaders)
- Manage team development by ensuring that daily tasks and activities are in line with competencies
- Recommend and / or approve training requests to develop and refine the skills of Service Desk members
- Identify areas for improvement and suggest changes (business process, members, tools, documentation)
- Actively solicit customer feedback and respond to it in a timely manner
- Communicate constructively and effectively with all groups to ensure client expectations are met.
- Ensure the accuracy of internal reports or those intended for clients (metrics, key performance indicators, compliance with service level agreements, SOX reports)
- Provide strong leadership and member management
- Ensure consistent member engagement / recognition / retention
- Verify accuracy and approve the time reporting of Service Desk members
- Reduce expenses and optimize the use of resources

**Required qualifications to be successful in this role**
- At least three year of management experience in a Service Desk
- Proficiency in the Microsoft suite: Word, Excel and PowerPoint
- Priority to customer service / customer satisfaction
- Superior English written, spoken and presentation skills (French is an asset)
- Attention to detail / precision
- Strong analytical skills
- Finance literacy to support the billing team
- Flexibility in adjusting schedules as needed
- Good understanding of SLA and SLO and a track record of adhering to contractual SLA's

PROFESSIONAL ATTRIBUTES:
This role requires an individual who thrives as a leader and member of collaborative teams while demonstrating self-sufficiency and independence. Other important attributes include:

- Dynamic team spirit
- Results oriented / motivation to succeed and develop skills (continuous improvement)
- Ability to work in a team while demonstrating self-sufficiency and independence

EDUCATION / TRAINING / WORK EXPERIENCE:

- Bachelor's degree and 5 years of experience in technical management or a related field, or an appropriate combination of education and relevant experience; technical or management certificates are an asset, but not required.
- Experience with IT Infrastructure Library (ITIL) and Information Technology Service Management System (ITSM) methodology

LI-AJ1

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