Role Description
The Help Desk Lead is responsible for managing and coordinating Tier I/II/III Help Desk support and Asset Management. This role leads a team of technicians providing broad-based technical support to end-users in a high-profile environment. The Help Desk Lead ensures professional customer service and efficient resolution of IT issues.
Salary: $60K-120K
Duties and Responsibilities
- Lead a team of technicians providing technical support to over 3,200 users.
- Provide support across Tier I (phone/email), Tier II (on-site), and Tier III (advanced break/fix).
- Ensure professional appearance and demeanor of Help Desk staff.
- Be onsite at the Fairchild Building in Washington, DC five days per week.
Basic Qualifications (Required)
- Information Technology Infrastructure Library V4 (ITIL 4) certification.
- Minimum of 5-8 years of experience in information systems management.
- 3-5 years of supervisory experience.
- Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or related field.
- Industry-specific certification such as CompTIA A+, MCSE, or HDI.
- Expert working knowledge of ServiceNow.
Preferred Qualifications
- Experience in customer satisfaction tracking and quality control programs.
- Excellent written and verbal communication skills.
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
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 twelfth year in a row (2014 - 2025). 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 inclusion 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
- Dental 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 value inclusion 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.