Today
Secret
Unspecified
Unspecified
IT - Support
San Antonio, TX (On-Site/Office)
Position Description:
We are looking for an experienced and dynamic Helpdesk Lead to oversee our Tier 2, and 3 support teams. The successful candidate will be responsible for managing the helpdesk operations, ensuring efficient handling of support requests, and providing leadership to the support team. This role requires a strong background in IT support using ITIL based processes, cloud managed services, and technical skills to support Team CGI-developed software and the interfaces with systems consuming and providing Aeronautical Information (AI) data.
This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.
Your future duties and responsibilities:
Lead and manage the helpdesk support teams across Tier 2, and 3.
Oversee the handling of support requests, ensuring timely and effective resolution of issues.
Handle escalations from Tier 1 support and provide advanced troubleshooting and resolution for complex business and technical issues.
Support cloud-based systems with a focus on AI as-a-service products.
Leverage ITIL frameworks within ServiceNow ITSM to manage all work.
Collaborate with team members to develop and maintain knowledge bases for the solution to be used after go live.
Collaborate with cross-functional teams to address complex technical issues and ensure seamless support for users.
Stay up-to-date with the latest technologies and industry trends to recommend and implement innovative solutions.
Provide support for Team CGI-developed software and interfaces with systems consuming and providing AI data.
Monitor and maintain system performance, ensuring high availability and reliability.
Assist in the development and implementation of IT policies and procedures.
Participate in on-call rotation to provide 24/7 support as needed.
Train and mentor helpdesk team members to enhance their skills and performance.
Required qualifications to be successful in this role:
Required qualifications to be successful in this role:
Minimum of 5 years of experience in IT support, with at least 2 years in a lead or supervisory role.
Strong knowledge of cloud-based systems and managed service support. Experience supporting cloud-based systems and services.
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Proven leadership and team management abilities.
Desired qualifications/non-essential skills required:
Bachelor's degree in Computer Science, Information Technology, or a related field.
ServiceNow ITSM experience
ITIL foundation certifications
Experience with AI as-a-service products.
Familiarity with AI data systems and interfaces.
Certifications in relevant technologies (e.g., AWS, Azure, Google Cloud).
Knowledge of cybersecurity best practices and data protection regulations.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $50,800.00 - $108,300.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
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
#CGIFederalJob
Skills:
What you can expect from us:
Together, as owners, lets turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll 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.
Youll shape your career by joining a company built to grow and last. Youll 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.
Come join our teamone of the largest IT and business consulting services firms in the world.
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.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information.
We are looking for an experienced and dynamic Helpdesk Lead to oversee our Tier 2, and 3 support teams. The successful candidate will be responsible for managing the helpdesk operations, ensuring efficient handling of support requests, and providing leadership to the support team. This role requires a strong background in IT support using ITIL based processes, cloud managed services, and technical skills to support Team CGI-developed software and the interfaces with systems consuming and providing Aeronautical Information (AI) data.
This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.
Your future duties and responsibilities:
Lead and manage the helpdesk support teams across Tier 2, and 3.
Oversee the handling of support requests, ensuring timely and effective resolution of issues.
Handle escalations from Tier 1 support and provide advanced troubleshooting and resolution for complex business and technical issues.
Support cloud-based systems with a focus on AI as-a-service products.
Leverage ITIL frameworks within ServiceNow ITSM to manage all work.
Collaborate with team members to develop and maintain knowledge bases for the solution to be used after go live.
Collaborate with cross-functional teams to address complex technical issues and ensure seamless support for users.
Stay up-to-date with the latest technologies and industry trends to recommend and implement innovative solutions.
Provide support for Team CGI-developed software and interfaces with systems consuming and providing AI data.
Monitor and maintain system performance, ensuring high availability and reliability.
Assist in the development and implementation of IT policies and procedures.
Participate in on-call rotation to provide 24/7 support as needed.
Train and mentor helpdesk team members to enhance their skills and performance.
Required qualifications to be successful in this role:
Required qualifications to be successful in this role:
Minimum of 5 years of experience in IT support, with at least 2 years in a lead or supervisory role.
Strong knowledge of cloud-based systems and managed service support. Experience supporting cloud-based systems and services.
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Proven leadership and team management abilities.
Desired qualifications/non-essential skills required:
Bachelor's degree in Computer Science, Information Technology, or a related field.
ServiceNow ITSM experience
ITIL foundation certifications
Experience with AI as-a-service products.
Familiarity with AI data systems and interfaces.
Certifications in relevant technologies (e.g., AWS, Azure, Google Cloud).
Knowledge of cybersecurity best practices and data protection regulations.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $50,800.00 - $108,300.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
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
#CGIFederalJob
Skills:
- Google Cloud Platform
- Help Desk/IT Services
- Leadership
What you can expect from us:
Together, as owners, lets turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll 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.
Youll shape your career by joining a company built to grow and last. Youll 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.
Come join our teamone of the largest IT and business consulting services firms in the world.
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.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information.
group id: 10115792
Work With Purpose
