Customer Support Representative (Help Desk) Team Lead - EUS

CGI-experience the commitment

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Category: Service Desk / End User Services
City: San Antonio, Texas, United States
Position ID: J0417-1436
Employment Type: Full Time

Position Description:

• Manage day-to-day activities of the EUS Help Desk, including EUS Tech staffing, interviewing, hiring, performance management, quality assurance, performance improvement, and contribute information for separations.
• Manage day to day staffing plans and operations.
• Provide training and quality control.
• Communicate issues to SDM as necessary in a timely fashion..
• Organize and oversee staff development.
• Ensure that staff meets SLOs as identified by CGI management and CMS client.
• Facilitate the escalation process .
• Analyze call volume trends to anticipate staffing needs• Provide support to Tech I, II and III EUS Techs as necessary.
• Assist with oversight of quality initiatives.
• Receive phone calls from the CMS Provider Community when necessary.
• Open tickets in the current ticketing system (RightNow).
• May provide training to team.

Your future duties and responsibilities:

Teamwork - Support peers during times of planned or unplanned leave and offer prompt, accurate and consistent guidance to members.

Required qualifications to be successful in this role:

Quality - Perform a minimum of two quality audits on each member of his/her team on a monthly basis. Attend all calibration meetings with management staff and QA team.

Additional Requirements:
Be prepared to work any shift.

What you can expect from us:

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 65,000 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.

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 depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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.


  • Business Acumen
  • Communication (Oral/Written)
  • Conflict Resolution
  • Detail-oriented
  • Interviewing
  • Leadership
  • Listening
  • Mentoring/Coaching
  • Motivating
  • Multi-tasking
  • Performs Well Under Pressure
  • Problem Solving/DecisionMaking
  • Thought Leadership

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In the US, CGI is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA
  2. FMLA
  3. Consolidated EEO Is The Law

If you need an accommodation in order to complete the application process, click here.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.