Onsite Support Lead, Senior

CGI Federal has an exciting opportunity for an Onsite Support Lead 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 Support Lead manages a local IT support team, overseeing service delivery, ensuring adherence to quality standards like ITIL, and maintaining high customer satisfaction through effective technical guidance and leadership. Key responsibilities include staff development, performance monitoring, stakeholder management, technical troubleshooting, and the implementation of new technologies and processes within the organization's on-site environment.
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 position is located in USA VA Arlington, however, a hybrid working model is acceptable.

Your future duties and responsibilities:

Team Management & Development: Line manage, mentor, and motivate the onsite support team to achieve organizational objectives, fostering a positive and collaborative environment.
Service Delivery Oversight: Manage daily onsite 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: Bachelors degree and/or 5 to 10 years of experience
Security Clearance: TS/SCI required with the ability to obtain a TS/SCI with Poly highly desired
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 $100,000.00 - $200000.00.
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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Skills:

• Intelligence