Job description

Description Position: Helpdesk Manager - Level I Location: Rosslyn, VA Clearance: Secret The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely and effective resolution of end-user technical issues, monitoring ticket workflows, and maintaining customer satisfaction. The Level I manager works closely with IT leadership to implement help desk policies, train staff, and ensure adherence to service level agreements (SLAs). Duties are: • Supervise the daily operations of the help desk team, ensuring timely resolution of support tickets. • Monitor ticket queues and assign tasks to team members based on priority and expertise. • Provide first-line escalation support for unresolved or complex technical issues. • Train and mentor help desk staff to improve technical skills and customer service. • Track and report on help desk performance metrics, such as response times and resolution rates. • Ensure compliance with SLAs and organizational policies for IT support. • Maintain documentation of help desk processes, procedures, and troubleshooting guides. • Collaborate with IT teams to escalate and resolve system-wide issues. • Assist in the implementation of new help desk tools and technologies. • Foster a positive and professional work environment to enhance team performance. Professional Qualifications/Skills • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). • Minimum of 2 years of experience in IT support or help desk operations. • Strong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk. • Basic knowledge of IT systems, including Windows, macOS, and common productivity software. • Excellent communication and interpersonal skills to interact with end users and team members. • Strong organizational and time management skills to handle multiple priorities. • Experience in training and mentoring staff is preferred. • Familiarity with ITIL or other IT service management frameworks is a plus. • Relevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable. • Ability to work in a fast-paced environment and adapt to changing priorities. • HDI Team Lead Certification • COBIT Foundation Certification Salary up to $165,000, depending on qualifications, including relevant certifications, education, years of experience, and demonstrated experience supporting Federal Government programs within the field. Candidates with specialized expertise, industry-recognized certifications, and strong Federal contracting experience may be considered at the higher end of the range. Why ActioNet? It is simple. We are passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation. We have been awarded the Washington Post Top Places to Work for 8 years in the row. What's in It For You? As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career. Are you ready to make a difference? ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Requirements

Must-haves

Position: Helpdesk Manager - Level I
Location: Rosslyn, VA
Clearance: Secret
Supervise the daily operations of the help desk team, ensuring timely resolution of support tickets.
Monitor ticket queues and assign tasks to team members based on priority and expertise.
Provide first-line escalation support for unresolved or complex technical issues.
Train and mentor help desk staff to improve technical skills and customer service.
Track and report on help desk performance metrics, such as response times and resolution rates.
Ensure compliance with SLAs and organizational policies for IT support.
Maintain documentation of help desk processes, procedures, and troubleshooting guides.
Collaborate with IT teams to escalate and resolve system-wide issues.
Assist in the implementation of new help desk tools and technologies.
Foster a positive and professional work environment to enhance team performance.
Professional Qualifications/Skills
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Minimum of 2 years of experience in IT support or help desk operations.
Strong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk.
Basic knowledge of IT systems, including Windows, macOS, and common productivity software.
Excellent communication and interpersonal skills to interact with end users and team members.
Strong organizational and time management skills to handle multiple priorities.
Relevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable.
Ability to work in a fast-paced environment and adapt to changing priorities.

Nice-to-haves

Experience in training and mentoring staff is preferred.
Familiarity with ITIL or other IT service management frameworks is a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: jobvite
Effort: medium