IT Service Desk/Knowledge Base Manager Senior

Job Description

We are seeking a highly skilled IT Service Desk / Knowledge Base Manager - Level IV to lead our service desk team and manage our knowledge base.

The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities.

This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer service.

Responsibilities :

• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
• Ensure effective communication and collaboration among team members to resolve technical issues efficiently.
• Identify, troubleshoot, or resolve complex information systems problems to minimize downtime of applications and personnel.
• Utilize advanced technical skills to resolve technical issues independently with minimal supervision.
• 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.
• Oversee the planning, design, sampling, and development of surveys to create guidelines for capturing, managing, and using information in the knowledge base.
• Ensure the reliability and validity of data collected through surveys.
• Determine the proper survey data collection methodology.
• Oversee the production of reports and findings from surveys.
• Pretest and pilot surveying to refine the agenda.
• Administer survey databases to ensure accurate and efficient data management.
• Possess advanced technical knowledge and skills to troubleshoot and resolve complex technical issues.
• Stay up-to-date with the latest technologies and methodologies to ensure effective problem resolution.
• Perform more independent thinking and complex tasks with little to no supervision.

Qualifications

Required

• Master’s Degree
• One or more of the following (IAT II)CCNA-SecurityCySA+ GICSPGSECSecurity+ CECNDSSCP
• CE : Professional (expert preferred) level certificate for supported technology.
• HDI Support Center Manager (HDI-SCM) or equivalent (ITIL .
• Eight (8) years of progressive experience demonstrating the required proficiency.

Preferred

Federal Consulting Industry Experience Preferred

LI-Hybrid

About Us

Perks of working at NetImpact Strategies

• Your health comes first we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future 401(k) Plan Immediately vested employer contributions; no matching required
• Work hard, play hard we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2020, & 2022!
• Have fun and celebrate and give back Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet
13 days ago