Service Desk Manager

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to extract content: The posting includes location, work model, description, responsibilities, qualifications, benefits, compensation range. We need to decide sections: Possibly "About the role" (intro), "Responsibilities" (list of duties), "Qualifications" (required and preferred), "Benefits" (list), "Pay" (compensation range), "Schedule" (onsite five days per week). Also maybe "Location" but not required heading; could be part of About the role. We must not include filler like "commensurate with experience". Not present. We need to ensure we don't include boilerplate like EEO, accommodation instructions, etc. Remove those. We need to preserve all substantive info: location, work model, description of role, responsibilities bullet points, qualifications bullet points, benefits bullet points, compensation range, schedule. We need to format with

  headings and

  • for lists,

    for prose. We must not output any markdown fences, just HTML. Let's craft:

    About the role

    Lead Service Desk Operations for a Large-Scale State Government Program. 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. Location: Rancho Cordova, CA. Work Model: Onsite five (5) days per week.

    But we might separate location and schedule into Schedule section. However schedule is "Onsite five (5) days per week". Could be schedule. We can include location in About the role as prose. Then Responsibilities: list bullet points. Responsibilities headings: maybe "Responsibilities". Use
    • . We need to capture all responsibilities from the posting: Service Desk Operations & Performance, Team Leadership & Development, Client Relationship Management, Continuous Improvement & Innovation, Financial Management, Reporting & Governance. We can break into subpoints but still list. We'll produce list items each as a sentence. Responsibilities list: - 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. - 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. - 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. - 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. - 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. That's a lot but we need to preserve all substantive info. It's okay. Qualifications: Required qualifications and Preferred qualifications. We'll have a section "Qualifications". Use
      • for each. Required: - Bachelor's degree in Business Management or equivalent degree or work experience. - 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. Preferred: - Experience with NICE inContact within the past fifteen (15) years. We could separate Required and Preferred but still within same section maybe with subheadings? But we only allowed headings for sections; we could embed paragraphs indicating required vs preferred. Could use

        to label then

        . Simpler: have two subsections? Not allowed to create extra headings unless they are from list (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We could use "Qualifications" heading and inside have

        for required and preferred. Or we could have separate sections "Requirements" and "Skills". But we have both required and preferred qualifications; we could put required under "Requirements" and preferred under "Skills". However the posting lumps them as qualifications. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use Requirements for required qualifications, Skills for preferred qualifications, or we could combine. Better: Use "Requirements" for required qualifications, "Skills" for preferred qualifications (or other skills). But we also have skills like facilitation etc which are required. Might be okay. Let's decide: - Requirements: required qualifications (degree, years experience, ServiceNow, Atlassian, govt experience, facilitation, communication, influence). - Skills: preferred qualifications (NICE inContact experience) plus maybe other skills like strong facilitation etc but those are already required. To avoid duplication, we can put NICE inContact under Skills. But we also have "Strong facilitation and conflict resolution skills" etc as required; they could go under Requirements as well. Thus:

        Requirements

        • Bachelor's degree in Business Management or equivalent degree or work experience.
        • 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.

        Skills

        • Experience with NICE inContact within the past fifteen (15) years.
        But we might also include "Experience with NICE inContact" as a skill. Now Benefits: list from posting: 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. We'll create Benefits section. Pay: compensation range: $100,800.00 $176,300.00 (note there is a missing space? Actually "$100,800.00 $176,300.00". We'll output as "$100,800.00 – $176,300.00" maybe but must preserve exactly? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the exact text: "$100,800.00 $176,300.00". Might be odd but okay. Schedule: Onsite five (5) days per week. Also location: Rancho Cordova, CA. Could be in Schedule section or About the role. Since schedule heading exists, we can put schedule details there. Location maybe also in About the role. We'll create Schedule section:

        Onsite five (5) days per week in Rancho Cordova, CA.

        Now we need to ensure we don't include boilerplate like EEO, accommodation instructions, etc. Remove all that. We also need to remove duplicated lines. Ensure we don't repeat. Now produce HTML fragment. Let's craft final HTML:

        About the role

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

        Responsibilities

        • 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