Help Desk Manager Level I | Req#4544

ActioNet, Inc.; Virginia (MN); On-site; USD 148,500 - 181,500; Full time

Job summary

ActioNet, Inc. is seeking a Help Desk Manager Level I to oversee daily operations of the help desk team in Virginia, Minnesota. This entry-level management role focuses on timely resolution of technical issues and monitoring ticket workflows. Ideal candidates should have a Bachelor's degree in Information Technology and a minimum of 2 years of relevant experience.

The position offers a salary up to $165,000, with opportunities for training and professional growth as part of a dynamic team committed to client success.

Qualifications

• Minimum of 2 years of experience in IT support or help desk operations.
• Strong understanding of help desk tools and ticketing systems.
• Excellent communication and interpersonal skills for customer interaction.

Responsibilities

• Supervise the help desk team and ensure timely resolution of support tickets.
• Monitor ticket queues and assign tasks to team members.
• Provide escalation support for unresolved technical issues.

Skills

IT support

Help desk operations

Communication skills

Organizational skills

Training and mentoring

Knowledge of ITIL

Education

Bachelor’s degree in Information Technology or related field

COBIT Foundation Certification

Tools

ServiceNow

Zendesk

Job description

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. The Level I manager works closely with IT leadership to implement help desk policies, train staff, and ensure adherence to service level agreements (SLAs). Duties are:

• 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 elevate and resolve system-wide issues.
• Assist in the implementation of new help desk tools and technologies.
• Foster a positive and professional work environment to enhance team performance.

Professional 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.
• COBIT Foundation Certification

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. Candidates with specialized expertise, industry‑recognized certifications, and strong Federal contracting experience may be considered at the higher end of the range.

Why ActioNet?

It is simple. 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. We have been awarded the Washington Post Top Places to Work for 8 years in a row.

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 our 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 diversity 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.

ActioNet Core Value #1 - Instill Integrity In Everything We Do