Technical Service Desk Manager

Position Description:

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Technical Service Desk

Position: LA

Experience: 08-12 years

Category: Software Development/ Engineering

Shift: EST Shift

Main location: Bangalore

Position ID: J0326-0669

Employment Type: Full Time

Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 08 years of relevant experience.

Job Summary

We are seeking an experienced Technical Service Desk Manager to lead a team of support professionals delivering high-quality IT service and end-user support. The ideal candidate will have extensive experience managing service desk operations, implementing ITIL best practices, improving service levels, and ensuring exceptional user satisfaction. This role requires strong leadership, technical expertise, and a customer-focused mindset.

Key Responsibilities

Operational Management

Lead, mentor, and manage the Technical Service Desk team to ensure timely and effective incident resolution and request fulfillment.

Oversee daily operations, including ticket management, queue monitoring, and escalation handling.

Define and track KPIs (e.g., SLA compliance, FCR rate, MTTR, user satisfaction).

Ensure consistent service delivery aligned with ITIL and organizational standards.

Manage shift schedules, staffing plans, and resource allocation to maintain 24x7 support coverage (if applicable).

Technical & Process Leadership

Drive continuous improvement in incident, request, problem, and knowledge management processes.

Collaborate with infrastructure, application, and network teams to resolve recurring or critical issues.

Implement automation and self-service initiatives to optimize efficiency.

Maintain documentation of SOPs, workflows, and escalation matrices.

Stakeholder & Communication Management

Act as a key liaison between IT teams and business management, ensuring transparency and communication on service desk performance

Conduct regular service reviews with client stakeholders and senior leadership.

Manage vendor relationships and monitor outsourced service desk performance

People Management

Build a high-performance culture through training, coaching, and career development.

Conduct performance appraisals, goal setting, and succession planning.

Foster collaboration, accountability, and customer-centric values across the team.

Required Qualifications & Experience

Bachelor's degree in Computer Science, Information Technology, or related field.

Minimum 8 years of total IT experience, with at least 3 years in a leadership role managing a technical or IT service desk team.

Strong understanding of ITIL framework and service management principles.

Hands-on experience with Service Desk tools (e.g., ITSM tools like BMC, Genesys and call center tools.).

Proven ability to manage large teams in a high-demand support environment.

Excellent communication, stakeholder management, and analytical skills.

Strong incident and escalation management capabilities.

Preferred Skills

ITIL Foundation or higher certification.

Experience with automation, AI-based service desk solutions, or chatbot integrations.

Exposure to ISO 20000 or similar ITSM standards.

Key Competencies

Leadership & People Management

Excellent communication skills

Customer Service Excellence

Problem Solving & Decision Making

Analytical & Strategic Thinking

Process Orientation and Continuous Improvement

Life at CGI:

It is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons

Come join our team, one of the largest IT and business consulting services firms in the world.

Skills

• Delivery Management
• Delivery Support
• Management Consulting
• Operations Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.