Help Desk Manager/Knowledge Base Manager with Security Clearance, ActioNet, Arlington, VA
ActioNet -
Arlington, VA,
US
Help Desk Manager/Knowledge Base Manager with Security Clearance
Date Posted: 2024-05-28
Job 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.
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.