Help Desk/End User Support Manager | Req#3393

Washington, DC

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Description

ActioNet has an immediate opportunity for a Help Desk/End User Support Manager eligible for Secret Clearance in 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 the Help Desk/End User Support Manager is 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 Responsibilities     
  • Supervises 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 agenda
    • Survey database administration
    • Assessing reliability and validity of data
    • Determining proper survey data collection methodology
    • Oversees the production of reports and findings
Basic Qualifications:   
  • Minimum six (6) Years experience
  • Associate’s degree or equivalent experience
  • HDI 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 Innogrator!   
   
   
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.   
********Direct Applicants, only.  No Agencies, No third-party recruiters, please********   

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