Sep 2
Public Trust
IT - Networking
Wash, DC (On-Site/Office)
IT Service Desk Manager – HUD
Clearance Required: MBI / Public Trust (HUD requirement)
Location: Washington, DC
Position Overview:
Agile Business Concepts LLC is seeking an experienced IT Service Desk Manager to support the Department of Housing and Urban Development (HUD). The Service Desk Manager will oversee all aspects of HUD’s IT service desk operations, ensuring the delivery of responsive, high-quality customer service that aligns with Federal and agency standards. This role requires proven leadership in managing IT service desk teams, developing service level standards, and aligning customer support operations with mission objectives.
Key Responsibilities:
Manage and oversee all aspects of HUD IT Service Desk operations, including Tier I/Tier II support.
Develop, implement, and monitor Service Level Agreements (SLAs) focused on responsiveness and resolution times.
Establish and enforce guidelines, processes, and best practices to ensure consistent, high-quality customer service delivery.
Ensure effective use of IT Service Management (ITSM) tools to capture, track, and report on service desk metrics, including customer satisfaction, trends, and recurring issues.
Provide strategic leadership by aligning service desk objectives with HUD’s IT goals and overall mission requirements.
Collaborate with HUD leadership to identify opportunities for process improvement and technology modernization.
Lead a team of IT service desk staff, providing mentoring, coaching, and performance management to ensure efficiency and quality outcomes.
Develop and manage budgets, staffing plans, and resource allocations for the Service Desk.
Maintain compliance with Federal IT policies, HUD standards, and GSA Customer Service Supervisor labor category requirements.
Ensure timely communication of service impacts, system outages, and issue resolutions to HUD stakeholders and customers.
Minimum Qualifications (per GSA Customer Service Supervisor labor category)
Education: Bachelor’s degree in Business, Information Systems, Computer Science, or related discipline (or equivalent experience).
Experience: Minimum of 5+ years of managerial experience overseeing IT service desk or help desk operations in Federal, DoD, or enterprise environments.
Clearance: Active MBI/Public Trust clearance (or ability to obtain).
Demonstrated expertise in:
IT Service Management (ITSM) frameworks (e.g., ITIL)
Service desk operations, SLAs, and customer satisfaction reporting
Managing and coaching IT service desk teams
Budgeting, resource management, and performance tracking
Clearance Required: MBI / Public Trust (HUD requirement)
Location: Washington, DC
Position Overview:
Agile Business Concepts LLC is seeking an experienced IT Service Desk Manager to support the Department of Housing and Urban Development (HUD). The Service Desk Manager will oversee all aspects of HUD’s IT service desk operations, ensuring the delivery of responsive, high-quality customer service that aligns with Federal and agency standards. This role requires proven leadership in managing IT service desk teams, developing service level standards, and aligning customer support operations with mission objectives.
Key Responsibilities:
Manage and oversee all aspects of HUD IT Service Desk operations, including Tier I/Tier II support.
Develop, implement, and monitor Service Level Agreements (SLAs) focused on responsiveness and resolution times.
Establish and enforce guidelines, processes, and best practices to ensure consistent, high-quality customer service delivery.
Ensure effective use of IT Service Management (ITSM) tools to capture, track, and report on service desk metrics, including customer satisfaction, trends, and recurring issues.
Provide strategic leadership by aligning service desk objectives with HUD’s IT goals and overall mission requirements.
Collaborate with HUD leadership to identify opportunities for process improvement and technology modernization.
Lead a team of IT service desk staff, providing mentoring, coaching, and performance management to ensure efficiency and quality outcomes.
Develop and manage budgets, staffing plans, and resource allocations for the Service Desk.
Maintain compliance with Federal IT policies, HUD standards, and GSA Customer Service Supervisor labor category requirements.
Ensure timely communication of service impacts, system outages, and issue resolutions to HUD stakeholders and customers.
Minimum Qualifications (per GSA Customer Service Supervisor labor category)
Education: Bachelor’s degree in Business, Information Systems, Computer Science, or related discipline (or equivalent experience).
Experience: Minimum of 5+ years of managerial experience overseeing IT service desk or help desk operations in Federal, DoD, or enterprise environments.
Clearance: Active MBI/Public Trust clearance (or ability to obtain).
Demonstrated expertise in:
IT Service Management (ITSM) frameworks (e.g., ITIL)
Service desk operations, SLAs, and customer satisfaction reporting
Managing and coaching IT service desk teams
Budgeting, resource management, and performance tracking
group id: 10295428
