CGI Technologies and Solutions, Inc. Lead IT Service Desk Manager (Cloud) in Lafayette, Louisiana

Lead IT Service Desk Manager (Cloud)

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Category:Information Technology

City:Lafayette, Louisiana, United States

Position ID:J0916-0796

Employment Type:Full Time

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Build a Career that Matters at CGI’s Lafayette Center

Position Description:

As Lead Service Desk Manager, you will build and manage a dedicated staff of Tier I and Tier II service desk coordinators in a dynamic, cloud computing support function. Leveraging years of knowledge and experience on managed services you will lead your team to support a global, hybrid cloud computing environment within both commercial service provider and on-premesis deployments, while focusing on process improvements and providing exceptional quality user support. In addition, you will mentor and train subordinate managers and members, establish and adhere to metrics driven quality controls, and introduce or maintain best business practices and ITIL processes. This is a hands on role with the expectation of direct client engagement.

Your future duties and responsibilities:

Your future duties and responsibilities

• Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action.

• Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction.

• Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills in order to enhance the quality of support delivered.

• Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance.

• Provide daily, weekly and monthly metrics driven status reports to leadership.

• Act as the primary liaison to clients and leadership for all IT Support Service issues.

• Maintain a high level of team morale and manage IT Support Service resources for optimal performance.

• Proactively monitor dashboards and program statuses to provide operational awareness to customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution.

• Collaborate effectively with dispersed, cross-organizational support desks staff.

Required qualifications to be successful in this role:

Required qualifications to be successful in this role

• 5-10 years leading an ITIL V3 based or ISO 20000 certified service desk operation in a complex, dispersed IT Cloud Computing environment providing 24x7x365 customer support.

• 10-15 years of experience in IT Support Services.

• Deep expertise in the function of tiered help desks (all tiers), including asset management, configuration management, and the deployment of new hardware/software/services.

• Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential.

• Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships.

• Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, etc.) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS.

• Expertise migrating, consolidating or modernizing enterprise IT help desk organizations is highly desired.

• Bachelor degree or higher in a technical field or IT-related discipline.

• Exceptional oral and written communication skills and strong negotiation and mediation skills are a must.

Additional Requirements:

Knowledge of Microsoft Office Suite, Outlook and SharePoint.

Must be able to successfully pass/complete a CGI background check to start employment.

Must be able to work in the U.S. for an indefinite period of time.

Desired Qualifications:

ITIL Certification, Sec+ or Net+ Certified

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

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 depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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.

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