IT Service Desk Manager - US Citizen

IT Service Desk Manager

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: Minimum of 5+ years of managerial experience in IT service desk or technical support operations. Federal IT or government contract experience preferred.
• Knowledge & Skills:
• Deep understanding of IT service desk operations and ITIL frameworks.
• Strong knowledge of the broader IT department functions and interdependencies.
• Experience with ITSM tools (e.g., ServiceNow, Remedy).
• Strong leadership, communication, problem-solving, and analytical skills.
• Ability to develop budgets, guidelines, and procedures for a sub-function.

Security & Clearance Requirements

• Must be a U.S. Citizen.
• Ability to obtain and maintain a Public Trust or higher security clearance.

Key Competencies

• Customer Service Excellence
• Strategic & Tactical Planning
• Data-Driven Decision Making
• Team Leadership & Development
• Federal IT Compliance & Best Practices
• Continuous Improvement & Change Management