Assistant Regional Support Manager

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Position Description:
The Assistant Regional Support Manager leads, manages and supports all field office Tier 2 support of the incident management process for the Service Desk, to successful completion and resolution of escalated Tier 2 incidents to achieve user satisfaction with the designated Region. The goal of the Assistant Regional Support Manager is to lead a distributed team of Tier 2 desk side support agents to restore normal service operations as quickly as possible, minimize the adverse impact on distributed DHS/USCIS business operations and ensure high quality service. The Assistant Regional Support Manager will support the evolution and development including and maintaining/managing the incident management process for the Field Office USCIS customer with their respective Region. The Assistant Regional Support Manager will regularly review performance and trends in response to Tier 2 incidents of all types and will provide recommendations for service improvement. The Assistant Regional Support Manager must have a strong knowledge of the BMC Remedy ITSM product suite. The Regional Support Manager must also have an in-depth knowledge and understanding of Service Level Agreements (SLAs) and experience in managing the Tier 2 Field Support personnel within the incident management process to meet and exceed the contractually obligated service levels. Reports to the Field Office Support Manager and provides support personnel throughout the region to the Deployment Manager in support deployment activities throughout USCIS IT environment.
Other Responsibilities:
• Provide regular incident bulletins to support staff concerning open issues on distributed incidents.
• Develop, co-ordinate and promote Tier 2 incident management activities across the whole of program and take responsibility for the effective functioning of the distributed support model on Tier 2 Incident Management processes across all support areas.
• Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution.
• Actively manage the monitoring and resolution of stalled or SLA breached incidents with Tier 2 or associated Tier 2 support groups.
• Ensure effective and rapid field support responses to Major Incidents.
• Ensure that any SLA service breach is recorded and described before it is closed.
• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the distributed Tier 2 incident management process.
• Provide guidance on Tier 2 escalation of Incident Management to all support staff and assist in their training and knowledge development.
• Review and improve the accuracy and content of the Service Management System knowledge base.
• Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis.
• Ensure regular reporting on key service performance indicators and quality metrics (in relation to Tier 2 escalated incidents).
• Provides direction, planning, coordination, and reporting for field support to Tier 2 incident management activities.
• Coordinates the cross-organization and cross-platform resources needed to implement the field support activities of escalated Tier 2 incident management processes, effectively and efficiently across incident management activities.
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At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 68,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at ****This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
No unsolicited agency referrals please.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
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