Service Center Manager

Job description

Position Description:

We are seeking an experienced Service Center Manager to lead and oversee a high‑volume, enterprise‑level IT Service Center supporting a geographically dispersed user base. This role is responsible for end‑to‑end service delivery across Service Desk operations, desktop support, incident management, IT service request management, ticket workflows, communication processes, and knowledge management. The ideal candidate brings strong leadership, operational excellence, and a commitment to continuous improvement in customer support services.

Your future duties and responsibilities:

• Provide overall management and leadership for the Service Center, including Service Desk, Desktop Support, incident resolution, and service request processing.
• Ensure efficient handling, ownership, and resolution of tickets from initial creation through completion within the enterprise ticketing system and associated call distribution tools.
• Oversee Service Desk personnel and ensure timely delivery of Tier 0, Tier 1, and Tier II desktop support services.
• Manage and enhance communication processes, user notifications, and customer‑facing status updates.
• Maintain and improve knowledge‑based articles, standard operating procedures (SOPs), and related documentation.
• Drive operational excellence by optimizing, standardizing, and modernizing support workflows to improve customer satisfaction and service performance.
• Lead continuous improvement efforts to enhance service levels, response time, and overall user experience.
• Support mobile device service operations, escalation workflows, and feedback loops for service quality.

Required qualifications to be successful in this role:

• ITIL Foundation Certification (or higher).
• At least seven years of technical and operational experience managing, maturing, or modernizing a 24x7x365 Service Desk supporting geographically dispersed users.
• Demonstrated experience overseeing end‑to‑end IT service delivery in environments similar in complexity and scale to large public‑sector or enterprise organizations.
• Experience developing and managing Service Center communications, reporting, and operational or strategic planning.
• Ability to obtain and maintain a Secret‑level security clearance (or currently holding one).

Preferred Qualifications
• Help Desk Institute Support Center Manager (HDI‑SCM) certification.
• Experience implementing or maturing Tier 0 (self‑service) support capabilities and related reporting dashboards.
• Proven track record in service modernization initiatives aimed at improving efficiency, automation, or user self‑service.

Ideal Candidate Attributes
• Strong team leadership and mentoring skills.
• Excellent communication skills with the ability to convey technical information clearly.
• Proven ability to streamline processes and drive operational improvements.
• Customer‑focused approach with a commitment to high‑quality service delivery.

Skills:

·  Service Delivery Management

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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

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 US_Employment_Compliance@cgi.com . 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.

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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. 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.