Job#: 3013701 Job Description: he
IT Service Desk Manager 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 ResponsibilitiesService 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 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 client's 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.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
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