Enterprise Help Desk Manager – ITIL v4 Lead

BTI; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Job summary

BTI is seeking a Help Desk Manager to oversee the EEOC Enterprise Help Desk, ensuring timely incident resolution and service delivery in line with ITIL v4 standards. You will supervise staff, allocate resources, monitor SLAs, and drive continual service improvements for federal government support.

The role requires strong leadership, process discipline, and the ability to report on help desk performance while coordinating with EEOC stakeholders and vendors.

Qualifications

• Bachelor's degree in IT, CS, IS, business admin, or closely related field.
• Seven years IT/support/help desk experience.
• Three years managing enterprise help desk/service desk operations.
• Experience with ITIL-aligned incident and service management and enterprise ticketing systems.
• Preferred: federal government agency or IT contract experience.

Responsibilities

• Oversee daily EEOC Enterprise Help Desk operations.
• Supervise help desk staff handling incidents and service requests.
• Allocate resources based on ticket volume and SLAs.
• Ensure processes align with ITIL v4 and updates.
• Monitor ticket lifecycle and approvals for closures.
• Prepare operational reports and key performance metrics.

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field

Tools

ITIL-aligned ticketing system

ITIL v4 Foundation certification

Job description

BTI is seeking a Help Desk Manager to oversee the EEOC Enterprise Help Desk, ensuring timely incident resolution and service delivery in line with ITIL v4 standards. You will supervise staff, allocate resources, monitor SLAs, and drive continual service improvements for federal government support.

The role requires strong leadership, process discipline, and the ability to report on help desk performance while coordinating with EEOC stakeholders and vendors.