Capgemini Government Solutions (CGS) LLC is seeking a highly motivated Help Desk Manager to join our team to support our government clients. The successful applicant needs to have extensive working knowledge of a managing daily Help Desk operations with a strong focus on meeting SLAs and ITIL Compliance, managing helpdesk staff, approve vacation requests and ensure staff is properly trained to perform their duties, managing MIMs for significant outages, drive continual improvements in processes and staff skills and ensure RCAs are produced for all production outages.

The successful candidate will have an opportunity to apply and grow their skillset, work with a motivated and entrepreneurial team, engage with a wide range of stakeholders and build CGS’ capabilities by serving our clients.

Job Responsibilities-

• Manage daily Help Desk operations with a strong focus on meeting SLAs and ITIL Compliance
• Manage helpdesk staff, approve vacation requests and ensure staff is properly trained to perform their duties.
• Manage MIMs for significant outages.
• Drive continual improvements in processes and staff skills.
• Ensure RCAs are produced for all production outages.
• Responsible for guidance, assistance, coordination, and follow-up on client inquiries, escalations, problem reports, and the identification and resolution of reported problems in the clinical system and related supporting applications and infrastructure
• Initiate, manage and participate in Helpdesk and end users support projects
• Drive proactive service measures — reducing status calls by implementing practices to manage end users expectations and redirect to selfhelp and self-service tools tool.
• Perform data analytics on call data and initiate, implement, and drive helpdesk optimization efforts.
• Monitor client requests to identify systematic trends and develop action plans to address. Create, review, evaluate, and prepare periodic performance reports.
• Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics.
• Serve as central point of contact for support-related service, end-user escalations and inquiries.

Required Qualifications:

• U.S. Citizenship is required.
• Eligibility to obtain and maintain a DoD Security Clearance (Secret or Top Secret)
• BS/BA degree plus 3 years or related experience. In lieu of a degree, 5 or more years of demonstrated experience providing end user support in a professional environment.
• 3 Years experience in Helpdesk Management
• ITIL process knowledge
• Experienced with Service Now
• 1 year experience working in a cloud environment.

Nice to have Skills/ Qualifications:

• 5 Years experience in Helpdesk Management
• ITIL Foundation Certified
• Experienced with Service Now
• 3 years' experience working in a cloud environment.

Company Overview

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of client’s opportunities in the evolving world of cloud and digital platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through various services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2020 global revenues of EUR 15.2 billion. Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high-quality services to the U.S. Federal Government. Learn more about us at www.capgemini-gs.com.

Capgemini has an entrepreneurial environment that embodies the following values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. We offer a competitive benefits package to our employees.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

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Pay Transparency:

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range considers the wide range of factors that are considered in making compensation decisions, including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is Min: $85K-$120K.

This role may be eligible for other compensation, including variable compensation, bonus, or commission. Full-time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable.

The amount and availability of any bonus, commission or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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 the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).