Description
ActioNet is hiring a Helpdesk Manager who oversees the agency’s 24/7/365 technical support operations, ensuring consistent and responsive service across Tier 1–3 levels.
This role manages helpdesk personnel, coordinates incident response and escalation, and ensures compliance with agency service level agreements.
The Helpdesk Manager is responsible for shift scheduling, performance monitoring, and continuous improvement of support processes.Duties and Responsibilities:
Manage daily helpdesk operations and shift coverage.Oversee incident response, escalation, and resolution.Ensure compliance with agency service procedures and documentation.Coordinate with infrastructure and application teams.Monitor performance metrics and reporting.Basic Qualifications:
Bachelor’s degree or equivalent experience.5+ years managing IT helpdesk or operations teams.Experience with Windows, Linux, and IBM zSeries environments.Familiarity with ITIL practices.Preferred Qualifications:
Experience supporting agency or federal helpdesk operations.ITIL certification.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 26+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!
Core Capabilities: Advanced and Managed IT Services Agile Software Development DevSecOps Cybersecurity Health IT C4ISR & SIGINT Data Center Engineering & Operations Engineering & Installation What's in It For You?
As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and 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.