Support Desk Manager

Key responsibilities for this role would be but are not limited to:

•  Manage daily work, communication, morale and knowledge growth of production operation staff.
•  Organize and prioritize assigned workload.
•  Establish support schedule to assure adequate coverage for service hours.
•  Establish, document and audit standard processes to assure quality incident resolution and service level requirements.
•  Establish quality targets and metrics to assure efficient incident resolution and proactive risk management.
•  Establish and maintain automated production operational monitoring and reporting in support of quality incident resolution and stable production environment.
•  Assure client satisfaction with production operations through a structured, proactive and transparent metric based client communication plan.
• Demonstrate a high degree of professionalism with client stakeholders, internal CGI stakeholders, and partnering teams to establish solid working relationships. Exhibit confidence and maturity in interactions with clients and senior members of the organization.

•  Self-motivated and self-directed with the desire and work ethic to thrive and excel in this non-traditional work environment.
•  Excellent listening, verbal, and particularly written communication skills in person and on the telephone.
•  Rapport-building, negotiation, consensus-building and clear expectation setting and communications for clients, as well as for and among teams and members.
•  Ability to maintain a high level of availability and connectivity to management and other team members to keep abreast of and respond to customer or supported project team requirements.
•  High degree of proactive responsiveness and ability to work collaboratively with other team members in supporting multiple clients.
•  Focused attention to detail necessary to produce quality deliverables and maintenance support.
•  Ability to interact with diverse technical and non-technical groups, spanning all organizational levels.
•  Ability to work in non-conventional environment with virtual team spanning time zones
•  Excellent organizational skill and strong initiative to help solve problems and eliminate roadblocks as well as embraces change with easy adaptation to changing priorities.
• Experience with application support, operational and maintenance processes.
• Desired:
•  Experience and knowledge with Safe Agile leadership and KANBAN principals.
•  General experience with Atlassian Software Development and Collaboration tools including JIRA
•  General experience with help desk tools possibly including ServiceNow or BMC Remedy
•  Momentum application knowledge
• Knowledge of federal contracting/acquisition processing, procedures and regulations