Job Description

The Service Desk is responsible for providing Level 1 IT support via phone, email and chat; our team is comprised of dynamic, passionate people with a focus on customer service while providing IT support to diagnose, troubleshoot and resolve IT issues on 1st contact. We are dedicated to delivering a remarkable service experience to our customers!

In a context of increasing customer demand, CGI is seeking a Manager, Consulting for our Service Desk. A seasoned Manager with previous Service Desk Management experience, the ideal candidate will provide expertise to CGI's Global Technology operations Business Unit. She/He will be responsible for a team of 35 to 50 Level Service Desk members offering Level 1 technical support to a dedicated client.

Your future duties and responsibilities:

o Member Management
o Understand overall Service Desk objectives, as well as the role and function of each team member
o Responsible for creating, reviewing and acting upon individual & team performance metrics
o Manage the development of the team by ensuring that daily tasks and activities are in line with abilities
o Recommend and/or approve training requests to develop and refine the skills of the Service Desk members
o Conduct performance evaluations and member satisfaction reviews
o Mentor / Coach direct reports (Team Leads)
o Ensure consistency of overall team performance specific to quality of technical and customer service support in conjunction with Service Level attainment, by maintaining and enforcing standards/procedures for resolving technical issues
o Manage client service levels as per contractual agreements and ensure a high level of service quality in compliance with client service level agreements
o Actively solicit and act on client feedback in a timely manner
o Identify areas for improvement and suggest changes (process, people, tools, documentation)
o Constructively and effectively communicate with all groups to guarantee customer expectations are met
o Ensure accuracy of internal or client-facing reports (metrics, KPIs, SLA attainment, SOX reporting)
o Improve usage of IT support resources and increase productivity of the team
o Review and approve Service Desk member's timesheets
o Reduce expenses and optimize the use of resources

Required qualifications to be successful in this role:

o Bachelor's degree and 3 to 4 years of experience in technical management or in a related area, or suitable combination of education and relevant experience; technical or management certifications are a plus, but not required.
o Experience in ITIL and ITSM methodology
Demonstrated success in the following:
o Leadership & Member management
o Ability to motivate, support and manage multiple technical resources (35 to 50 members)
o Solid focus on Customer Service / Client Satisfaction
o Member engagement / recognition / retention
o Communication skills: ability to convey clear & concise directives
o Analytical ability / comfortable investigating & resolving client escalations
o Flexibility in adjusting schedule as required

ESSENTIAL QUALIFICATIONS
o At least one year of Service Desk management experience
o Proficiency in MS Word, Excel and PowerPoint
o Bilingual (English & French) both verbal and written
o Focus on customer service / client satisfaction
o Attention to details / precision
o Strong analytical skills

PROFESSIONAL ATTRIBUTES
o Dynamic team player
o Strong Communication skills (verbal & written)
o Results-oriented / self-motivated to succeed & evolve skills (continuous improvement)
o Ability to work within a team setting while demonstrating self-sufficiency and independence

Skills:

• Customer Service & Support
• French
• Help Desk/IT Services
• Leadership
• Detail-oriented

What you can expect from us:

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.