Service Center Manager

About the role

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.

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.

Requirements

• 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).

Qualifications

• 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

• Strong leadership and operational excellence skills.
• Experience in managing and maturing IT Service Centers.
• Knowledge of ITIL best practices and principles.
• Experience with IT service request management and incident resolution.
• Ability to manage and enhance communication processes and user notifications.
• Experience with knowledge management and standard operating procedures.
• Experience in driving operational excellence and continuous improvement.
• Experience in managing and enhancing mobile device service operations.

Benefits

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.
• 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.

Pay

Details on pay will be provided during the interview process.

Schedule

The schedule for this role will be discussed during the interview process.