IT Help Desk/End User Support Managers

IT Help Desk / End User Support Managers Req#3557

ActioNet has an immediate opportunity for IT Help Desk / End User Support Managers 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.

Experience with managing Defense Health Agency (DHA) and / or Military Medical programs is highly preferred.

Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.

As the IT Help Desk / End User Support Manager, supervises and coordinates the activities of IT Service Desk staff. You identify, troubleshoot, and resolve information systems problems to minimize downtime and assist users with hardware and software issues.

Involves fielding customer inquiries via phone, email, and other communication channels. Capturing, managing, and using information from the knowledge base.

Duties and Responsibilities :

• Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.
• Identifies, troubleshoots, or resolves information systems problems to minimize downtime 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.
• Oversees 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 :

• Master’s degree or equivalent experience (Additional years of relevant experience may be submitted in lieu of required education level).
• Minimum eight (8) years of experience combined as an IT Help Desk / End User Support Analyst, Lead or Manager.
• Required certification as HDI Support Center Manager (HDI-SCM) or ITIL Foundation.

Preferred :

• Worked in Healthcare Information and Management Systems, Defense Health Agency (DHA), Military Health System (MHS), and / or Veterans Administration (VA) Information technology programs and projects are highly preferred.
• Programs / Projects related to deployments and support of databases, applications, web, desktop support, information assurance, network, telecommunications, and / or information business operations.

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 25+ years of stellar past performance, ActioNet is the premier Trusted Integrator!

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do :

• Commitment to Employees : We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers : We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community : We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate.

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.

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.

Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-time employees are eligible to participate in our ActioNet’s Benefits Program :

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays : 11 per year
• Paid Time Off (PTO)
• Disability Insurance

ActioNet is an equal opportunity employer and values 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

ActioNet Core Value #1 - Instill Integrity In Everything We Do

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