Service Desk Manager

Lead Service Desk Operations for a Large-Scale State Government Program

Are you an experienced Service Desk Manager who excels at leading high-performing support organizations, improving customer experience, and building trusted client relationships? Do you know how to turn operational data into actionable insights while ensuring teams consistently meet demanding service levels?

CGI is seeking a Service Desk Manager to provide operational and strategic leadership for two service desk teams supporting a large-scale statewide government program. This role is accountable for delivering consistent, high-quality customer support while meeting contractual service levels, operational performance targets, and client expectations.

As a key client-facing leader, you will combine strong people leadership with operational discipline, data-driven decision-making, and continuous improvement. You will develop high-performing teams, identify opportunities to improve service delivery, and introduce innovative approaches-including automation, self-service, analytics, and AI-enabled solutions-to enhance the customer experience., * Provide overall leadership and operational oversight for two service desk teams, ensuring consistent, reliable, and high-quality service delivery across both operations.

• Review and interpret NICE inContact/CXone dashboards, reports, and real-time performance data to identify trends, operational risks, staffing requirements, and opportunities for improvement.
• Ensure achievement of contractual Service Level Agreements (SLAs) and proactively develop corrective action plans when performance is at risk.
• Establish effective escalation procedures and ensure high-impact or sensitive issues receive appropriate management attention.
• Ensure adequate staffing and workforce coverage to support anticipated and unexpected fluctuations in service demand.
• Identify emerging trends, recurring issues, and operational risks and recommend appropriate corrective or preventive actions.
• Collaborate with and manage third-party vendors supporting service desk operations.

Team Leadership & Development

• Lead, coach, mentor, and develop service desk supervisors, leads, and agents.
• Establish clear performance expectations and hold team members accountable for results.
• Foster a culture of ownership, responsiveness, professionalism, collaboration, and continuous improvement.
• Conduct regular performance reviews, coaching sessions, team meetings, and operational reviews.
• Identify skill gaps and implement targeted training and development plans.
• Build and maintain high-performing, customer-focused teams capable of consistently meeting client and contractual expectations.

Client Relationship Management

• Serve as a primary operational point of contact for government client stakeholders regarding service desk performance and customer experience.
• Develop trusted relationships with client leadership through proactive communication, transparency, responsiveness, and consistent delivery.
• Lead or participate in client operational reviews and present service desk performance, trends, risks, accomplishments, and improvement initiatives.
• Communicate issues early and clearly, providing recommended solutions and realistic timelines rather than simply escalating problems.
• Partner with client stakeholders to understand evolving business needs and translate them into service desk processes and improvements.
• Use strong facilitation, relationship management, and conflict resolution skills to navigate complex operational and client situations.

Continuous Improvement & Innovation

• Identify opportunities to improve service delivery and the customer experience through process optimization and technology.
• Evaluate and introduce innovative tools and capabilities, including automation, analytics, self-service solutions, and AI-enabled technologies.
• Develop business cases and implementation plans for proposed service improvements.
• Use operational data and customer feedback to identify opportunities to increase efficiency, improve service quality, and enhance the overall customer experience.
• Partner with internal and client stakeholders to move improvement initiatives from concept through implementation.

Financial Management, Reporting & Governance

• Manage service desk financial and administrative responsibilities.
• Monitor service desk costs and identify opportunities to improve operational efficiency while maintaining contractual service levels.
• Develop and present weekly, monthly, and ad hoc operational reports.
• Translate service desk metrics and performance data into concise, executive-level insights and actionable recommendations, rather than simply reporting statistics.
• Maintain documentation required for contractual reporting, governance, audits, and operational reviews.

• Bachelor’s degree in Business Management or equivalent degree or work experience.
• The Service Desk Manager shall have at least three (3) years of experience within the past fifteen (15) years leading or managing service desk operations on projects involving large and complex IT systems.
• Experience with ServiceNow within the past fifteen (15) years.
• Experience with the Atlassian tool suite, such as Jira.
• Experience supporting large statewide government applications.
• Strong facilitation and conflict resolution skills.
• Excellent written and verbal communication skills.
• Ability to influence without direct authority., * Experience with NICE inContact within the past fifteen (15) years.

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 $100,800.00 $176,300.00.

CGI’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

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.