IT Project Manager I

**Location:** Washington, DC

**Clearance:** U.S. Citizenship required; HUD background check

**Certifications:** Bachelor's degree or equivalent; ITIL certification recommended

Salary range: $110k - $125k

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.

- 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.

- 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.