Helpdesk Lead, Senior

About the Team

CGI Federal is advancing the national security mission through cutting-edge technology. We are a high-performance team passionate about building high-quality, scalable, and advanced IT solutions in a collaborative, fast-paced, and outcome-driven environment. At CGI, we operate as "Partners" rather than employees, rooted in ownership, teamwork, respect, and belonging. From day one, you are invited to be an owner, actively shaping our company's strategy and direction while benefiting from our collective success.

About the Role

The Helpdesk Lead is a pivotal role within our Intel sector, designed to ensure the efficient and effective daily operations of our help desk team. This position exists to deliver state-of-the-art technical capabilities by managing escalated issues, mentoring team members, and implementing robust processes. You will act as the primary point of contact for complex technical challenges, managing ticket workflows and contributing directly to the overall success of the organization.

In this role, you will leverage your passion for rapidly evolving technology to foster a positive, collaborative team environment. You will guide junior staff in their technical and professional development, evaluate performance, and ensure service levels are met. The role requires a blend of technical expertise and leadership to troubleshoot complex issues, develop best practices, and maintain accurate documentation while collaborating with other IT teams to resolve problems.

Location and Work Model

This position is based at our Arlington, VA office. We offer a hybrid working model to support flexibility while maintaining strong team collaboration.

Hiring Process

Qualified applicants will be considered for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation, gender identity, or any other legally protected status. All offers of employment are contingent upon the successful completion of a background investigation, which may include a credit check depending on the role and security clearance requirements.

Equal Opportunity and Accommodations

CGI is an equal opportunity employer. We provide reasonable accommodations to qualified individuals with disabilities. If you require 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, referencing the Position ID. Please note this email address is strictly for accommodation requests; other inquiries will not be returned.

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