Help Desk Manager Level I
ActioNet, Inc. · Arlington, VA · 1 wk ago
On-siteInformation Technology$165k/yrFull-time
About the role
The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely and effective resolution of end-user technical issues, monitoring ticket workflows, and maintaining customer satisfaction.
Responsibilities
- Supervise the daily operations of the help desk team, ensuring timely resolution of support tickets.
- Monitor ticket queues and assign tasks to team members based on priority and expertise.
- Provide first-line escalation support for unresolved or complex technical issues.
- Train and mentor help desk staff to improve technical skills and customer service.
- Track and report on help desk performance metrics, such as response times and resolution rates.
- Ensure compliance with SLAs and organizational policies for IT support.
- Maintain documentation of help desk processes, procedures, and troubleshooting guides.
- Collaborate with IT teams to escalate and resolve system-wide issues.
- Aid in the implementation of new help desk tools and technologies.
- Foster a positive and professional work environment to enhance team performance.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum of 2 years of experience in IT support or help desk operations.
- Strong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk.
- Basic knowledge of IT systems, including Windows, macOS, and common productivity software.
- Excellent communication and interpersonal skills to interact with end users and team members.
- Strong organizational and time management skills to handle multiple priorities.
- Experience in training and mentoring staff is preferred.
- Familiarity with ITIL or other IT service management frameworks is a plus.
- Relevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- HDI Team Lead Certification COBIT Foundation Certification.
Qualifications/Skills
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum of 2 years of experience in IT support or help desk operations.
- Strong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk.
- Basic knowledge of IT systems, including Windows, macOS, and common productivity software.
- Excellent communication and interpersonal skills to interact with end users and team members.
- Strong organizational and time management skills to handle multiple priorities.
- Experience in training and mentoring staff is preferred.
- Familiarity with ITIL or other IT service management frameworks is a plus.
- Relevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Pay
Salary up to $165,000, depending on qualifications, including relevant certifications, education, years of experience, and demonstrated experience supporting Federal Government programs within the field.
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