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CGI Technologies and Solutions, Inc.

IT Support Manager - Lead

Chantilly, VA, United States

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Job details

Posting language: English
Posted: Nov 3, 2026

Original job description

IT Support Manager - Lead

Position Description

CGI Federal is seeking an IT Support Management - Lead to manage and lead the IT support center operations on a complex federal IT managed services engagement. This is a hands on management role responsible for the day to day performance of a multi tier service desk team that handles infrastructure support requests, enterprise platform user support, account provisioning, and change management across a hybrid on premises and cloud hosted environment. You will monitor performance, manage personnel, drive continuous improvement in response and resolution times, and ensure that the support operation meets defined SLA commitments. If you bring proven experience managing IT support center teams in federal environments and thrive in a structured, outcome driven service delivery setting, this role is for you.

This position is located in our client site in Chantilly, VA office as well as our office in Fairfax, VA. No remote options are available

Your future duties and responsibilities

Manage the activities and personnel of the IT support center, ensuring that operations are conducted in accordance with established procedures, practices, and SLA commitments across all active service queues.

Monitor performance of support personnel by reviewing response times, problem logs, resolution rates, and trends in reported issues; identify performance gaps and implement corrective actions to maintain SLA attainment targets.

Oversee multi tier service desk operations covering infrastructure support requests, enterprise platform user support, account provisioning and lifecycle management, change requests, and incident response across a hybrid on premises and cloud hosted environment.

Recommend strategies and hardware or software enhancements to increase team productivity and improve service quality; develop and implement process improvements that reduce manual effort and improve first contact resolution rates.

Select, develop, and evaluate support personnel to ensure the efficient operation of the function; provide coaching, performance feedback, and development guidance to senior and intermediate support specialists and technicians.

Ensure that all phases of IT support operations, including ticket intake, triage, escalation, resolution, and closure, are properly coordinated, monitored, tracked, and documented in the ITSM platform.

Oversee account provisioning and access management workflows, ensuring that provisioning requests are processed within defined SLA timelines and that access records are maintained accurately and in compliance with applicable security policies.

Coordinate with infrastructure, cybersecurity, and enterprise platform teams to ensure that escalated issues are resolved promptly and that cross functional dependencies are managed without disruption to end users.

Develop, document, and maintain standard operating procedures and service guidelines for the support center; ensure that procedures remain current and reflect opera

Required qualifications to be successful in this role

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience.

Minimum of 5 years of professional experience in IT support center operations, with demonstrated experience managing or supervising service desk teams in federal government environments.

Demonstrated experience managing multi tier IT support operations, including infrastructure support, user account management, change management, and incident response, against defined SLA commitments.

Proficiency with ITSM platforms (Jira Service Management, ServiceNow, or equivalent) for ticket management, SLA tracking, queue administration, and performance reporting.

Demonstrated experience selecting, developing, and evaluating support personnel, including senior and intermediate specialists and technicians.

Familiarity with ITIL based service management frameworks and their application in federal IT managed services environments.

Strong written and verbal communication skills; ability to produce clear performance reports and present operational data to both technical and non technical audiences.

U.S. citizenship required.

Desired qualifications/non essential skills required:

Experience managing IT support operations in hybrid on premises and cloud hosted environments, including familiarity with account provisioning workflows in multi enclave or multi tenant environments.

Familiarity with federal cybersecurity compliance requirements, including access control policies, user account lifecycle management, and STIG compliance, as they apply to support center operations.

Experience with Jira Service Management, including queue configuration, SLA cycle management, and dashboard reporting.

Experience implementing process improvements that measurably reduce time to resolution or improve first contact resolution rates in a federal IT support environment.

Experience supporting program transitions, including knowledge transfer, baseline documentation, and continuity of operations planning for support center functions.

ITIL Foundation certification or higher.

HDI Support Center Manager certification or equivalent.

Experience in DoD or federal health IT environments.

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 $81,600.00 $180,700.00.

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

#CGIFederalJob

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.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI 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 CGI’s legal duty to furnish information.

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