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Onsite and Remote Support Manager, SME TS/SCI with Poly REQUIRED
Category: Service Desk / End User Services
Main location: United States, Virginia, Arlington
Position ID:J0526-1367
Employment Type: Full Time
Position Description:
CGI Federal has an exciting opportunity for an Onsite and Remote Support Manager within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.
The Onsite and Remote Support Manager leads IT or customer service teams to deliver seamless technical assistance. They oversee daily help desk operations, manage Service Level Agreements (SLAs), handle escalated issues, and ensure both physical hardware and digital connectivity needs are met across the organization.
CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.
This role is located in Arlington, VA and it 100% onsite
Your future duties and responsibilities:
• Team Management & Development: Line manage, mentor, and motivate the onsite and remote support teams to achieve organizational objectives, fostering a positive and collaborative environment.
• Service Delivery Oversight: Manage daily onsite and remote support operations, ensuring adherence to Service Level Agreements (SLAs) and ITIL processes for incident, problem, and change management.
• Performance Monitoring: Track and analyze Key Performance Indicators (KPIs) and service metrics to identify areas for improvement and ensure consistent, high-quality service delivery.
• Technical Leadership: Provide technical guidance and expertise on LAN infrastructure, system modernization, and the deployment of new IT capabilities.
• Stakeholder Management: Build strong relationships with internal stakeholders and end-users to effectively meet IT support needs and promote new technologies.
• Process Improvement: Identify inefficiencies in processes and workflows, then recommend and implement improvements to enhance service quality and operational efficiency.
• Vendor Management: Collaborate with third-party vendors to ensure optimal performance, cost-effectiveness, and adherence to quality standards.
• Documentation & Reporting: Create and maintain documentation related to support procedures, and provide reports on team performance and service metrics.
Required qualifications to be successful in this role:
• Education and/or Experience: Bachelor's degree and/or 10+ years of experience
• Security Clearance: TS/SCI with CI Clearance REQUIRED
• 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.
• Strong understanding of system modernization and deployment strategies.
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 $88,200.00 - $190,900.00.
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
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What you can expect from us:
Together, as owners, let's turn meaningful insights into action.
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. That's why we call ourselves CGI Partners rather than employees. 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.
Come join our team-one 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 to the extent required by applicable federal, state, and/or local laws where we do business.
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.
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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 CGI's legal duty to furnish information.