Onsite Support Lead, Senior

About the role

The Onsite Support Lead at CGI Federal is responsible for managing a local IT support team, overseeing service delivery, ensuring adherence to quality standards like ITIL, and maintaining high customer satisfaction through effective technical guidance and leadership.

Responsibilities

• Line manage, mentor, and motivate the onsite support team to achieve organizational objectives, fostering a positive and collaborative environment.
• Manage daily onsite support operations, ensuring adherence to Service Level Agreements (SLAs) and ITIL processes for incident, problem, and change management.
• Track and analyze Key Performance Indicators (KPIs) and service metrics to identify areas for improvement and ensure consistent, high-quality service delivery.
• Provide technical guidance and expertise on LAN infrastructure, system modernization, and the deployment of new IT capabilities.
• Build strong relationships with internal stakeholders and end-users to effectively meet IT support needs and promote new technologies.
• Identify inefficiencies in processes and workflows, then recommend and implement improvements to enhance service quality and operational efficiency.
• Collaborate with third-party vendors to ensure optimal performance, cost-effectiveness, and adherence to quality standards.
• Create and maintain documentation related to support procedures, and provide reports on team performance and service metrics.

Requirements

To be successful in this role, candidates should have:

• A bachelor’s degree and/or 5 to 10 years of experience.
• A TS/SCI clearance with the ability to obtain a TS/SCI with Poly highly desired.
• A strong technical background in IT infrastructure and support.
• Leadership and communication skills.
• Experience with ITIL best practices and service management frameworks.
• Ability to manage a team, including performance issues and staff development.
• Skills in troubleshooting technical issues and implementing solutions.
• Experience with hardware, software, and network support.
• A strong understanding of system modernization and deployment strategies.

Qualifications

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.