Onsite and Remote Support Manager, SME TS/SCI with CI Clearance REQUIRED

Category: Service Desk / End User Services

Main location: United States, Virginia, Arlington

Position ID:J0526-1367

Employment Type: Full Time

Position Description:

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.

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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