HUD Service Desk Lead

3 weeks ago

Springfield, United States Everest Recruiting Full time
Job DescriptionJob Description

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

  • HUD-VASH Senior Social Worker

    1 month ago

    Springfield, United States Veterans Health Administration Full time

    Summary Recruitment/Relocation Incentive may be authorized for highly qualified candidates. Duties Social Work : This Senior Social Worker works with in the Health Care for Homeless Veterans Program of the VA Iliana Health Care System in the Springfield and surrounding communities. HUD-VASH is an intensive case management program for...

  • HUD Program Manager- IT Service Delivery

    3 weeks ago

    Springfield, United States Everest Recruiting Full time

    Job DescriptionJob DescriptionBackground:Candidate should be comfortable managing over 120 FTE's with an annual budget in the $100 million, engaging regularly with staff and sub-contractors, interfacing with client executives, leading the technical direction, and identifying and mitigating any risk. This role will interface with the highest level IT...

  • HUD Program Manager- IT Service Delivery

    3 weeks ago

    Springfield, United States Everest Recruiting Full time

    Job DescriptionJob DescriptionBackground:Candidate should be comfortable managing over 120 FTE's with an annual budget in the $100 million, engaging regularly with staff and sub-contractors, interfacing with client executives, leading the technical direction, and identifying and mitigating any risk. This role will interface with the highest level IT...

  • Help Desk Lead

    2 weeks ago

    Springfield, Illinois, United States American Express Global Business Travel Full time

    Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an impact on our industry. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. As part of the Global Business...

  • Help Desk Services Manager; Managed Services

    2 weeks ago

    Springfield, Illinois, United States Connection Full time

    Overview:Connection Services has a fantastic opportunity for a Help Desk Manager, working Remotely. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, bonus, excellent benefits; opportunity for growth. *REMOTE*Working under minimal supervision of Director PMO, the Manager of Help Desk Services ensures delivery...

  • Customer Service

    4 weeks ago

    Springfield, United States City of Springfield MO Full time

    Come be a part of our award-winning, nationally accredited Parks and Recreation team! There are a variety of customer service and front desk opportunities within the Springfield-Greene County Park Board. Explore the possibilities below and make your Customer Service, Front Desk, Pro Shop, Selling, Registration, Rental, Retail

  • IT Service Desk Technician

    4 weeks ago

    Springfield, United States Jencap Full time

    Job DescriptionJob DescriptionWhy Jencap? We are one of the largest wholesale insurance intermediaries in the United States with expertise in wholesale brokerage, binding authority, and program management. The common thread woven throughout our success story is our collaborative and driven team of people. Our teams are empowered and work together to find...

  • Quality Assurance Analyst, Service Desk

    6 days ago

    Springfield, United States Connection Full time

    Overview: The QA Analyst utilizes excellent verbal and written communication skills for daily interactions with end-users, call center agents, and senior management. Listens to live and recorded calls through our ACD system to identify gaps in customer service, put together and implement solutions that use a combination of training, coaching, and on-going...

  • Service Desk Technician

    1 month ago

    Springfield, United States Springfield Clinic Full time

    The Service Desk Technician role will help build and grow the foundation of the support function for Springfield Clinic's IT organization. This role will be pivotal in building a strong Provider/IT business relationship and will be the "face" of the IT organization. Job Relationships Reports to the IT End User Services Manager. Principal Responsibilities...

  • Service Desk Technician

    4 weeks ago

    Springfield, United States Springfield Clinic Full time

    The Service Desk Technician role will help build and grow the foundation of the support function for Springfield Clinic's IT organization. This role will be pivotal in building a strong Provider/IT business relationship and will be the "face" of the IT organization. Job Relationships Reports to the IT End User Services Manager. Principal Responsibilities...

  • Sr Help Desk Agent Managed Services

    3 weeks ago

    Springfield, United States Connection Full time

    Overview: What We Do We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support...

  • Help Desk Specialist

    2 weeks ago

    Springfield, United States Pro-IT Full time

    **Job Title: IT Help Desk Specialist** **Duration: 07/08/2024 to 07/11/2025** **Pay Rate: $24 per hour** The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level. - They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems. - They...

  • Help Desk Specialist

    4 weeks ago

    Springfield, United States Ascension Federal Services Inc. Full time

    **Help Desk Specialist**: **Location**:Springfield**, VA, 20598**: **Clearance: TS/SCI** **The Help Desk Specialist will provide technical support and assistance to end-users regarding software, hardware, and network-related issues. The specialist will be responsible for troubleshooting and resolving technical problems, documenting issues and resolutions,...

  • Front Desk Associate

    4 weeks ago

    Springfield, United States Best Fitness Full time

    Are you ready to kickstart your career in the dynamic world of fitness and wellness? Best Fitness is on the lookout for passionate individuals to join our team as Part-time Front Desk Associates. This isn't just a job - it's a thrilling opportunity to grow, develop, and thrive in an industry that's all about empowering others to lead healthier and happier...

  • Front Desk Agent

    2 weeks ago

    Springfield, United States Courtyard Philadelphia Springfield Full time

    Opportunity:  Front Desk Agent The Courtyard Marriott in Springfield is currently seeking a detailed, highly motivated individual with open availability to support the needs of the front desk department.Potential Career PathFront Desk Manager – Director of Operations – General ManagerEssential Job Functions To assist guests efficiently, courteously,...

  • Front Desk Agent

    1 month ago

    Springfield, Illinois, United States Courtyard Philadelphia Springfield Full time

    Opportunity: Front Desk Agent Fairfield Inn Philadelphia Broomall Newtown Square is currently seeking a detailed, highly motivated individual with open availability to support the needs of the front desk department.Potential Career PathFront Desk Manager – Director of Operations – General ManagerEssential Job FunctionsTo assist guests efficiently,...

  • Tier I Service Desk Agent

    4 weeks ago

    Springfield, United States Dunhill Professional Search Full time

    TS/SCI Required Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and...

  • Tier I Service Desk Agent

    3 months ago

    Springfield, United States Dunhill Professional Search & Government Solutions Full time

    TS/SCI Required Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and...

  • Tier I Service Desk Agent

    4 weeks ago

    Springfield, United States Dunhill Professional Search & Government Solutions Full time

    TS/SCI Required Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and...

  • Front Desk Associate

    4 weeks ago

    Springfield, United States Best Fitness Full time

    Job DescriptionJob DescriptionDescription:Are you ready to kickstart your career in the dynamic world of fitness and wellness? Best Fitness is on the lookout for passionate individuals to join our team as Part-time Front Desk Associates. This isn't just a job – it's a thrilling opportunity to grow, develop, and thrive in an industry that's all...