HUD Service Desk Lead

Staffing Management Group

Responsibilities:

  • Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
  • Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
  • Develop and implement comprehensive service desk strategies that align with the client’s goals and adhere to federal guidelines and regulations.
  • Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
  • Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
  • Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
  • Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
  • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance service desk strategies.
  • Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives.
  • Manage budgets and resource allocation for service desk operations, including staffing, tools, and training.
  • Provide expert guidance to the federal client on service desk management, Major Incident Management, ITIL principles, and strategies for optimizing service delivery.

Qualifications:

  • Bachelor’s degree in Information Technology, Business Administration, or a related field. Master’s degree preferred.
  • Minimum of 5 years of experience in service desk management, with a strong focus on federal clients.
  • Proven experience working with large federal clients in the Washington D.C. area or proximate Virginia, demonstrating a deep understanding of their service desk needs and compliance requirements.
  • Successful track record of managing 24/7 Service Desk Operations for a federal client supporting more than 6000 end users and data center operations.
  • Deep familiarity with Level 1 triage and Level 2/3 escalation support, Major Incident Management practices, and ITIL principles.
  • Valid ITIL v3 or ITIL v4 certification is required.
  • Strong leadership and team management skills, with a demonstrated ability to lead and motivate service desk teams.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
  • Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
  • Proficiency in incident management, problem-solving, and service improvement methodologies.
  • Analytical mindset with a focus on continuous improvement and optimization of service desk operations.
  • Willingness to live in the Washington D.C. metropolitan area and manage 24/7 service desk operations.

Location:

This position is based in the Washington D.C. metropolitan area and involves 24/7 service desk operations. Occasional travel to client locations within the region may be required.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance

Experience:

  • 6000 end users and data center operations: 5 years (Required)

License/Certification:

  • ITIL Certification (Required)

Work Location: In person

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