CGI Technologies and Solutions, Inc. Help Desk Supervisor in Washington, District Of Columbia

Help Desk Supervisor

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Category:Customer Service / Helpdesk

City:Washington, District of Columbia, United States

Position ID:J1016-1523

Employment Type:Full Time

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CGI: An employer of choice

Position Description:

CGI is looking for a Help Desk Supervisor that will manage a team of Help Desk Specialists in support of over 700 HUD OIG end users deployed across every state, district and territory where HUD has a presence. This support includes, but is not limited to: voice, email, web chat, IM and VTC.

Your future duties and responsibilities:

Assist on site IT staff with equipment deployment if necessary.

Act as a company liason to client management.

Communicate any outages should they occur to immediate supervisor.

Address and assist in handling any issues escalated by the project Team Leads.

Provide site status reports upon request.

Perform quarterly and annual reviews.

Monitor and maintain call center activity stats.

Responsible for handling personnel issues. Escalate to supervisor if necessary.

Randomly monitor calls for quality and content.

Required qualifications to be successful in this role:

Bachelors Degree OR equivalent experience in Business related field (experience may be substituted in lieu of education)

A minimum of 5+ years experience managing a call center

Experience with Adobe Acrobat, Ms-Office, Win 7 and UP

Active Directory Management

Personnel management and leadership skills

Customer focused and service oriented

Excellent verbal and written communication skills

Ability to work both independantly and as a team

Critical to have outstanding business acumen and ability to comprehend complex business processes and best practices

Ability to learn quickly and adapt learned methodologies to train others

Familiarity with Microsoft SharePoint collaboration environment

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

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 depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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.


  • Help Desk/IT Services

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