Help Desk/End User Support Manager

2 weeks ago

Washington, United States ActioNet Full time

ActioNet has an immediate opportunity for aHelp Desk/End User Support Managereligible forSecret Clearancein the DC, Maryland, and Virginia area. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.As theHelp Desk/End User Support Manageris responsible for overseeing the operation of the help desk team, ensuring timely resolution of technical issues, and implementing strategies to improve end-user satisfaction and efficiency in IT support services. They also manage escalations, analyze performance metrics, and provide leadership and guidance to the support staff.Duties and ResponsibilitiesSupervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.Assist computer users with hardware and software questions and problems.Field telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.Perform independent thinking, complex tasks with little to no supervision, and may be required to supervise.Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:Pretest/pilot surveying; defining and refining the agendaSurvey database administrationAssessing reliability and validity of dataDetermining proper survey data collection methodologyOversees the production of reports and findingsBasic Qualifications:Minimum six (6) Years experienceAssociates degree or equivalent experienceHDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.)ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services.With 24+ years of stellar past performance, ActioNet is the premier Trusted InnogratorActioNet 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.********Direct Applicants, only. No Agencies, No third-party recruiters, please********#J-18808-Ljbffr

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