Enterprise Help Desk Manager — ITIL‑Driven Support Leader

BTI; Washington; On-site; USD 95,000 - 125,000; Full time

Job summary

BTI is seeking a Help Desk Manager to oversee the EEOC Enterprise Help Desk in the United States. You will manage daily operations, supervise staff, allocate resources, and ensure SLAs are met, with ITIL v4 guidance and escalation handling.

The role requires seven years of IT support experience and three years of supervisory work, with ITIL v4 Foundation certification as a must. Federal contract experience is preferred.

Qualifications

• Seven years of progressively responsible experience in IT support or help desk operations.
• At least three years managing or supervising an enterprise help desk.
• Experience with ITIL-aligned incident and service request management.
• Experience monitoring SLAs, metrics, backlogs, and customer service levels.
• Experience supporting a federal government agency or federal IT contract is preferred.

Responsibilities

• Oversee daily EEOC Enterprise Help Desk operations and performance.
• Lead, supervise, and mentor help desk personnel handling incidents and requests.
• Allocate resources based on ticket volume, priority, and SLAs.
• Ensure processes align with ITSM best practices including ITIL v4 updates.
• Monitor ticket lifecycle and ensure proper approvals and closures.
• Prepare operational reports and drive continuous service improvement.

Skills

ITIL

Leadership

Ticketing system

Customer service

Staffing

Education

Bachelor's degree in IT/CS/IS/Business Administration

Tools

ITSM platform

Ticketing system

ITIL processes

Job description

BTI is seeking a Help Desk Manager to oversee the EEOC Enterprise Help Desk in the United States. You will manage daily operations, supervise staff, allocate resources, and ensure SLAs are met, with ITIL v4 guidance and escalation handling.

The role requires seven years of IT support experience and three years of supervisory work, with ITIL v4 Foundation certification as a must. Federal contract experience is preferred.