IT Service Desk Manager - US Citizen

Business Technology Integrators (BTI), A Service -Disable Veteran Owned Small Business with over 25 years of experience delivering innovative IT Solutions to the Federal Government, is seeking a IT Service Desk Manager in support of HUD OIG (Business Operations Support Services) in Washington DC.

Position Summary

The IT Service Desk Manager is responsible for managing and overseeing all aspects of the IT service desk supporting HUD OIG's BOSS program . This role ensures delivery of high-quality IT support, establishes service level standards, and monitors operational metrics to enhance service delivery. The manager aligns service desk activities with organizational objectives, oversees procedures and policies that reflect industry best practices, and ensures customer satisfaction and operational excellence.

This position requires strong leadership skills, deep knowledge of IT service desk operations, and the ability to work in a federal government environment.Key Responsibilities

Service Desk Operations

• Oversee daily operations of the IT service desk, ensuring all incidents and service requests are logged, tracked, and resolved efficiently.
• Develop, implement, and maintain Service Level Agreements (SLAs) focusing on response times, resolution times, and customer satisfaction.
• Establish procedures and workflows to deliver consistent, high-quality IT support aligned with HUD OIG BOSS requirements.

Performance Monitoring & Reporting

Team Leadership & Development

Strategic Alignment & Continuous Improvement

Qualifications & Requirements

Deep understanding of IT service desk operations and ITIL frameworks.

Security & Clearance Requirements

Key Competencies