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 Implement systems to capture and report service metrics, including trends in product or service issues and customer feedback.

Analyze data to identify recurring issues and recommend process improvements.

Prepare and present regular reports to HUD OIG leadership on service desk performance and SLA compliance.

Team Leadership & Development Lead, mentor, and manage a team of service desk professionals, fostering a culture of accountability, professionalism, and customer service excellence.

Conduct performance evaluations and develop individual growth plans for team members.

Provide training and guidance to enhance technical skills and customer interaction capabilities.

Strategic Alignment & Continuous Improvement Align service desk strategies with HUD OIG’s IT objectives and federal IT standards.

Develop budgets, functional strategies, and operational guidelines for the service desk sub-function.

Drive continuous improvement initiatives, including process optimization, automation, and adoption of best practices.

Coordinate with other IT teams to ensure effective incident escalation, root cause analysis, and change management.

Qualifications & Requirements Education :

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent experience.

Experience :

Knowledge & Skills :