Help Desk Lead – 2pm - 12am Tuesday & Wednesday, 6pm - 6am Saturday & Sunday

Job not on LinkedIn

🕒 August 14

🇺🇸 United States – Remote

💵 $38.8k - $77.4k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 51%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LouisianaNOW.Jobs

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎯 Recruiter

🏪 Marketplace

Recruitment • Marketplace

LouisianaNOW. Jobs is a regional jobs portal and talent attraction site focused on connecting job seekers to employers and economic opportunities across Louisiana. The site highlights regional communities, industry sectors, current employers who are hiring, career advice articles, and job listings, and appears to be operated or supported by LED FastStart (Louisiana Economic Development). It’s positioned as a marketplace that promotes Louisiana’s growing industries and helps match talent with local openings and employer investment announcements.

📋 Description

• Manage day-to-day activities of the CGI service desk, including technician staffing, interviewing, hiring decisions, performance management, quality assurance, performance improvement, and contributing information for separations • Fill in for shifts as needed • Manage day-to-day staffing plans and operations • Communicate incidents to the Operations Manager in a timely fashion • Organize and oversee staff development • Ensure staff meet service-level objectives identified by CGI management and the FAA client • Facilitate the escalation process • Analyze call volume trends to anticipate staffing needs • Receive phone calls, tickets, and alerts from the FAA NSC and provide support using available training and the CGI NMS Knowledge Base • Monitor CGI NMS dashboards and alerts • Troubleshoot CGI incidents and provide resolution or escalation • Manage the ServiceNow ticket lifecycle • Provide accurate and clear descriptions in ServiceNow tickets and the Access database according to applicable escalation and help desk guidance

🎯 Requirements

• High school diploma or equivalent; associate or bachelor's degree in a related field preferred • Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position • Advanced technical troubleshooting skills and ability to learn new technologies quickly • Excellent verbal and written communication skills • Ability to work independently and as part of a team • Strong organizational skills and attention to detail • Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software; ServiceNow ITSM preferred • Experience with cloud infrastructure based IT systems, with a preference for Google Cloud and Kubernetes • Experience with DevSecOps concepts and practices • Excellent troubleshooting and problem solving skills • Strong communication and interpersonal skills • Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information • Ability to successfully complete a background investigation • Ability to work the specified Tuesday, Wednesday, Saturday, and Sunday schedule; schedules subject to change as needed

🏖️ Benefits

• 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 • Ownership opportunities from day 1 • Career development and skill-building opportunities • Reasonable accommodations for qualified individuals with disabilities