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Added 4 mins ago
Home Health Clinical Manager - Registered Nurse
VISITING NURSE ASSOCIATION OF THE WABASH VALLEY INC
Terre Haute, IN
We are seeking an experienced and motivated Home Health Clinical Manager – Registered Nurse (RN) to provide clinical leadership and strategic oversight of our Home Health program.
Added 4 mins ago
MANAGER, ENTERPRISE APPLICATIONS
Infinite Campus
Blaine, MN
The Manager, Enterprise Applications will provide strategic and operational leadership for Infinite Campus' enterprise business application portfolio, ensuring technology solutions…
Added 4 mins ago
GA
Principal Technical Product Manager, Data & Platform
GE Aerospace
Minnetonka, MN
- $152,000 to $222,000 USD / year
…Defense & Systems (D&S) business, the Principal Technical Product Manager, Data & Platform owns the D&S Palantir Foundry environment and leads delivery across the technical teams that build…
Added 4 mins ago
SO
Health Policy Assistant Division Director - Health Assistant Division Director
State of Minnesota
St. Paul, MN
- $51.89 to $74.31 USD / hour
Join the Minnesota Department of Health as a strategic leader helping shape health policy for the state. As the Assistant Division Director for the Health Policy Division, you will play a…
Added 4 mins ago
SO
Medicaid Program Integrity Review Supervisor - Human Services Supervisor 2
State of Minnesota
St. Paul, MN
- $34.71 to $50.25 USD / hour
The position works under administrative direction from the Program Integrity & Continuity of Care Manager and is evaluated on results. Its work protects the fiscal integrity of Minnesota's…
Added 4 mins ago
Senior Manager Quality Compliance
Abbott
Plymouth, MN
Build and manage program roadmaps, business cases, budgets, funding requests, and implementation plans for complex, multi-workstream initiatives.
Added 4 mins ago
Supply Chain Project Management Manager - Aerospace
Honeywell Aerospace
Plymouth, MN
As an ISC Project Management Manager here at Honeywell Aerospace, you will lead and oversee project management activities within the Integrated Supply Chain (ISC) organization, ensuring…
Added 4 mins ago
Manager - Digital Technology Org
Mayo Clinic
Rochester, MN
Strategic Input and Planning: Contribute to departmental and enterprise-wide technology strategies. Translate digital program goals into operational objectives and workflows. Support cost…
Added 4 mins ago
M
Senior ALC Developer PART TIME
Maximus
Saint Paul, MN
- Part-time
The Sr. ALC Programmer will provide program analysis, design and development support, maintain source code and modify and/or upgrade code, and conduct testing and debugging, as necessary.
Added 5 mins ago
Data Center Facility Operations Area Director
Meta
Saint Paul, MN
Own org health as a measured outcome - Meta’s Pulse indicator, attrition, upward feedback, and manager effectiveness - and diagnose and resolve complex health issues spanning multiple teams…
Added 5 mins ago
DC
Project Manager, Global Operations (Reagent Assay/Hardware Development, NPI)
Danaher Corporation
Minneapolis, MN · Chaska, MN
- $135,000 to $145,000 USD / year
…90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world.…
Added 5 mins ago
XE
Mgr, Strategic Supply Chain Sourcing
Xcel Energy
Minneapolis, MN
- $156,101 to $183,200 USD / year
The Manager of Strategic Supply Chain Sourcing will provide sourcing leadership and direction for a group of categories and category management team members, championing collaboration with…
Added 5 mins ago
Northland Capital Markets Analyst - Intern
First National Bank of Omaha
Minneapolis, MN
…financings in 2025 and raising more than $15 billion as sole manager over the past two years. With offices in Minneapolis, Minnesota, and Ridgewood, New Jersey, the firm has advised on…
Added 5 mins ago
SAP Technology Architecture Senior Manager – S/4HANA Migration
PwC
Minneapolis, MN
As a SAP Technology Architecture Senior Manager - S/4HANA Migration you will lead SAP architecture work that helps clients shape migration strategies, design future-state landscapes, and…
Added 5 mins ago
Area Sales Manager - Northern Plains- Ottava Surgical Robotics
J&J Family of Companies
Minneapolis, MN
As an Area Sales Manager (ASM), this individual will serve as the point person for end to end commercialization, including sales, support and capital program management for Ottava. The ASM…
Added 5 mins ago
Senior Territory Manager, Neurovascular - Minneapolis, MN
Medtronic
Minneapolis, MN
Across our global Neuroscience organization, we advance care for some of medicine’s most complex neurological and spinal conditions. By combining innovative technology, data-driven…
Added 5 mins ago
New Product Development Program Manager
Trane Technologies
Minneapolis, MN
Thermo King has an exciting new opportunity to join our organization as a New Product Development Program Manager . This role will lead cross–functional product development teams to deliver…
Added 5 mins ago
Sr Principal Legal Counsel - Direct Sourcing GOSC Legal
Medtronic
Minneapolis, MN
Provide strategic legal advice and commercial transactional support within the Global Operations & Supply Chain (GOSC) Legal organization to a broad range of Medtronic business clients…
Added 5 mins ago
Senior Manager, Internal and External Reporting
Eliassen Group
Saint Paul, MN
The Senior Manager will have significant exposure to senior finance leadership and external auditors and will lead a team of accounting and reporting professionals. The ideal candidate…
Added 5 mins ago
Distribution Sales Manager
Beacon EmbeddedWorks
Minneapolis, MN
The Distribution Sales Manager is responsible for driving new customer engagements. This is an exciting opportunity for strategic thinkers with strong negotiation skills who like to work…
Added 16 mins ago
UO
Medical Director for the Heart Institute Quality and Patient Safety
University of Colorado Denver
Aurora, CO
- $286,300 to $400,000 USD / year
…safety, and providing direction to the quality improvement Program…
Added 1 hour ago
Product Manager
Uber Freight
Chicago, IL · San Francisco, CA
As a Product Manager at Uber Freight, you will own a critical domain across our ecosystem - spanning AI & algorithmic optimization, marketplace liquidity and integrity, financial systems,…
Added 1 hour ago
Sr. Program Manager
Panasonic
Sparks, NV
Do you want to join a team that's changing the world? Do you have a strong background as a Sr. Program Manager? Then we're looking for you! Check out the job description and apply now! Put…
Added 1 hour ago
Commodity Manager, Indirect Purchasing
Allison Transmission
Indianapolis, IN
Leads efforts for supplier analysis and selection processes, make/buy, outsourcing, and transitions. Act as project manager in various types of continuation/product support projects.
Added 1 hour ago
Area Sales Manager - Indiana-Illinois Heartland- Ottava Surgical Robotics
J&J Family of Companies
Indianapolis, IN
As an Area Sales Manager (ASM), this individual will serve as the point person for end to end commercialization, including sales, support and capital program management for Ottava. The ASM…

CGI Technologies and Solutions, Inc.

Service Desk Manager

Sacramento, CA, United States

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Job details

Posting language: English
Posted: Sep 1, 2026

Original job description

Service Desk Manager

Position Description

Lead Service Desk Operations for a Large-Scale State Government Program

Are you an experienced Service Desk Manager who excels at leading high-performing support organizations, improving customer experience, and building trusted client relationships? Do you know how to turn operational data into actionable insights while ensuring teams consistently meet demanding service levels?

CGI is seeking a Service Desk Manager to provide operational and strategic leadership for two service desk teams supporting a large-scale statewide government program. This role is accountable for delivering consistent, high-quality customer support while meeting contractual service levels, operational performance targets, and client expectations.

As a key client-facing leader, you will combine strong people leadership with operational discipline, data-driven decision-making, and continuous improvement. You will develop high-performing teams, identify opportunities to improve service delivery, and introduce innovative approaches - including automation, self-service, analytics, and AI-enabled solutions - to enhance the customer experience.

Location: Rancho Cordova, CA

Work Model: Onsite five (5) days per week

This position requires onsite presence in Rancho Cordova five days per week to provide hands-on leadership, support close collaboration with the service desk teams, and maintain strong engagement with client stakeholders.

How we’re transforming Government

We use technical expertise and secure solutions to help government reinvent the ways of working to improve citizen services and increase efficiency. Our work helps civil entities provide services transparently and with fewer resources.

Your future duties and responsibilities

How you'll make an impact

Service Desk Operations & Performance

Provide overall leadership and operational oversight for two service desk teams, ensuring consistent, reliable, and high-quality service delivery across both operations.
Review and interpret NICE inContact/CXone dashboards, reports, and real-time performance data to identify trends, operational risks, staffing requirements, and opportunities for improvement.
Ensure achievement of contractual Service Level Agreements (SLAs) and proactively develop corrective action plans when performance is at risk.
Establish effective escalation procedures and ensure high-impact or sensitive issues receive appropriate management attention.
Ensure adequate staffing and workforce coverage to support anticipated and unexpected fluctuations in service demand.
Identify emerging trends, recurring issues, and operational risks and recommend appropriate corrective or preventive actions.
Collaborate with and manage third-party vendors supporting service desk operations.

Team Leadership & Development

Lead, coach, mentor, and develop service desk supervisors, leads, and agents.
Establish clear performance expectations and hold team members accountable for results.
Foster a culture of ownership, responsiveness, professionalism, collaboration, and continuous improvement.
Conduct regular performance reviews, coaching sessions, team meetings, and operational reviews.
Identify skill gaps and implement targeted training and development plans.
Build and maintain high-performing, customer-focused teams capable of consistently meeting client and contractual expectations.

Client Relationship Management

Serve as a primary operational point of contact for government client stakeholders regarding service desk performance and customer experience.
Develop trusted relationships with client leadership through proactive communication, transparency, responsiveness, and consistent delivery.
Lead or participate in client operational reviews and present service desk performance, trends, risks, accomplishments, and improvement initiatives.
Communicate issues early and clearly, providing recommended solutions and realistic timelines rather than simply escalating problems.
Partner with client stakeholders to understand evolving business needs and translate them into service desk processes and improvements.
Use strong facilitation, relationship management, and conflict resolution skills to navigate complex operational and client situations.

Continuous Improvement & Innovation

Identify opportunities to improve service delivery and the customer experience through process optimization and technology.
Evaluate and introduce innovative tools and capabilities, including automation, analytics, self-service solutions, and AI-enabled technologies.
Develop business cases and implementation plans for proposed service improvements.
Use operational data and customer feedback to identify opportunities to increase efficiency, improve service quality, and enhance the overall customer experience.
Partner with internal and client stakeholders to move improvement initiatives from concept through implementation.

Financial Management, Reporting & Governance

Manage service desk financial and administrative responsibilities.
Monitor service desk costs and identify opportunities to improve operational efficiency while maintaining contractual service levels.
Develop and present weekly, monthly, and ad hoc operational reports.
Translate service desk metrics and performance data into concise, executive-level insights and actionable recommendations, rather than simply reporting statistics.
Maintain documentation required for contractual reporting, governance, audits, and operational reviews.

Required qualifications to be successful in this role

What you'll bring

Bachelor's degree in Business Management or equivalent degree or work experience.
The Service Desk Manager shall have at least three (3) years of experience within the past fifteen (15) years leading or managing service desk operations on projects involving large and complex IT systems.
Experience with ServiceNow within the past fifteen (15) years.
Experience with the Atlassian tool suite, such as Jira.
Experience supporting large statewide government applications.
Strong facilitation and conflict resolution skills.
Excellent written and verbal communication skills.
Ability to influence without direct authority.

Preferred qualifications:

Experience with NICE inContact within the past fifteen (15) years.

Other Information:

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 $100,800.00 $176,300.00.

CGI'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

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.

CGI is an Equal Opportunity Employer, to include disability and protected veteran status; we are committed to compliance with U.S. laws and regulations.

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