Offer summary

Qualifications:

Bachelor’s degree or equivalent experience., 5+ years managing IT helpdesk or operations teams., Experience with Windows, Linux, and IBM zSeries environments., Familiarity with ITIL practices..

Key responsibilities:

Manage daily helpdesk operations and shift coverage.

Oversee incident response, escalation, and resolution.

Ensure compliance with agency service procedures and documentation.

Monitor performance metrics and reporting.

Job description

Description

ActioNet is hiring a Helpdesk Manager who oversees the agency’s 24/7/365 technical support operations, ensuring consistent and responsive service across Tier 1–3 levels. This role manages helpdesk personnel, coordinates incident response and escalation, and ensures compliance with agency service level agreements. The Helpdesk Manager is responsible for shift scheduling, performance monitoring, and continuous improvement of support processes.

Duties and Responsibilities:

Manage daily helpdesk operations and shift coverage.
Oversee incident response, escalation, and resolution.
Ensure compliance with agency service procedures and documentation.
Coordinate with infrastructure and application teams.
Monitor performance metrics and reporting.

Basic Qualifications:

Bachelor’s degree or equivalent experience.
5+ years managing IT helpdesk or operations teams.
Experience with Windows, Linux, and IBM zSeries environments.
Familiarity with ITIL practices.

Preferred Qualifications:

Experience supporting agency or federal helpdesk operations.
ITIL certification.

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.

********Direct Applicants, only. No Agencies, No third-party recruiters, please********

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