Paragon Technology Group
IT Service Desk Manager
**Location:** Washington, DC **Clearance:** U.S. Citizenship required; HUD background check **Certifications:** Bachelor's degree or equivalent; ITIL certification recommended Salary range: $110k - $125k Description
The IT Service Desk Manager oversees daily operations of the HUD OIG Service Desk, ensuring high-quality customer service delivery and adherence to performance standards. Duties
- Develop and maintain IT service desk guidelines, metrics, and KPIs. - Manage incident and request handling using HUD OIG's service management tools. - Supervise service desk staff, ensuring 24/7 operational coverage. - Report service trends and customer feedback to leadership. Requirements
- Bachelor's degree in IT, Business, or related field (required). - ITIL v4 certification preferred. - 5+ years of IT service management experience, with at least 3 years in a leadership role. - Experience with enterprise ticketing and ITSM tools (e.g., ServiceNow). - Excellent communication and customer service skills. #J-18808-Ljbffr
**Location:** Washington, DC **Clearance:** U.S. Citizenship required; HUD background check **Certifications:** Bachelor's degree or equivalent; ITIL certification recommended Salary range: $110k - $125k Description
The IT Service Desk Manager oversees daily operations of the HUD OIG Service Desk, ensuring high-quality customer service delivery and adherence to performance standards. Duties
- Develop and maintain IT service desk guidelines, metrics, and KPIs. - Manage incident and request handling using HUD OIG's service management tools. - Supervise service desk staff, ensuring 24/7 operational coverage. - Report service trends and customer feedback to leadership. Requirements
- Bachelor's degree in IT, Business, or related field (required). - ITIL v4 certification preferred. - 5+ years of IT service management experience, with at least 3 years in a leadership role. - Experience with enterprise ticketing and ITSM tools (e.g., ServiceNow). - Excellent communication and customer service skills. #J-18808-Ljbffr