Service Desk Manager

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.