Helpdesk Manager

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 zSeri...