BTI · 5 months ago
IT Service Desk Manager - US Citizen
Washington, DC, US
Full-time
Onsite
Senior Level
5+ years expBusiness Technology Integrators (BTI) is a Service-Disabled Veteran Owned Small Business with over 25 years of experience delivering innovative IT Solutions to the Federal Government. They are seeking an IT Service Desk Manager to oversee the IT service desk supporting HUD OIG’s BOSS program, ensuring high-quality IT support and operational excellence.
ConsultingSoftware EngineeringTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
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
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
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
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent experience
Minimum of 5+ years of managerial experience in IT service desk or technical support operations
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
Must be a U.S. Citizen
Ability to obtain and maintain a Public Trust or higher security clearance
Preferred
Federal IT or government contract experience
Company
BTI
We're architects of experiences and emotions that change the way you see the world. A fraternity.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase