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

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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 support, hiring decisions, performance management, quality assurance, performance improvement, and separation-related information • Fill in for shifts as needed • Manage staffing plans and daily 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 CGI NMS training and knowledge-base information • Monitor CGI NMS dashboards and alerts • Troubleshoot CGI incidents and provide resolution or escalation • Manage the ServiceNow ticket lifecycle • Maintain accurate descriptions in ServiceNow tickets and the Access database according to escalation and help-desk guidance

🎯 Requirements

• High school diploma or equivalent required; associate or bachelor's degree in a related field preferred • Minimum 4 years of experience in a customer service or technical support role • At least 2 years of experience 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 CRM software; ServiceNow ITSM preferred • Experience with cloud infrastructure-based IT systems; Google Cloud and Kubernetes preferred • 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 for U.S. employment

🏖️ 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