{"id":1988602,"url":"https://alion.io/job/actionet-help-desk-manager-level-i","title":"Help Desk Manager Level I","company":{"id":3882890,"name":"ActioNet","domain":"actionet.com","url":"https://alion.io/company/actionet","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rosslyn, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-07T04:10:06Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T01:54:10Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Description\nPosition: Helpdesk Manager - Level I\nLocation: Rosslyn, VA\nClearance: Secret\nThe 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:\nSupervise the daily operations of the help desk team, ensuring timely resolution of support tickets. \nMonitor ticket queues and assign tasks to team members based on priority and expertise. \nProvide first-line escalation support for unresolved or complex technical issues. \nTrain and mentor help desk staff to improve technical skills and customer service. \nTrack and report on help desk performance metrics, such as response times and resolution rates. \nEnsure compliance with SLAs and organizational policies for IT support. \nMaintain documentation of help desk processes, procedures, and troubleshooting guides. \nCollaborate with IT teams to escalate and resolve system-wide issues. \nAssist in the implementation of new help desk tools and technologies. \nFoster a positive and professional work environment to enhance team performance.\nProfessional Qualifications/Skills\nBachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). \nMinimum of 2 years of experience in IT support or help desk operations. \nStrong understanding of help desk tools and ticketing systems, such as ServiceNow or Zendesk. \nBasic knowledge of IT systems, including Windows, macOS, and common productivity software. \nExcellent communication and interpersonal skills to interact with end users and team members. \nStrong organizational and time management skills to handle multiple priorities. \nExperience in training and mentoring staff is preferred. \nFamiliarity with ITIL or other IT service management frameworks is a plus. \nRelevant certifications, such as CompTIA A+ or ITIL Foundation, are desirable. \nAbility to work in a fast-paced environment and adapt to changing priorities.\nHDI Team Lead Certification \nCOBIT Foundation Certification \nSalary 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.\nWhy ActioNet?\nIt 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 the row.\nWhat's in It For You?\nAs an ActioNeter, you get to be part of 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.\nAre you ready to make a difference?\nActioNet is an equal opportunity employer and value 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.","description_format":"text","description_chars":3644,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-07T04:10:06Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:1","velocity","win:early","comp:junior"],"computed_at":"2026-10-10T05:45:15Z"},"pay":{"stated_usd_annual":165000,"is_top_pay":true},"html_url":"https://alion.io/job/actionet-help-desk-manager-level-i","json_url":"https://alion.io/job/actionet-help-desk-manager-level-i.json","meta":{"generated_at":"2026-10-12T01:55:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2691,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3882890},"rest":"https://alion.io/mcp/rest/get_company?id=3882890"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Factionet-help-desk-manager-level-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Factionet-help-desk-manager-level-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Factionet-help-desk-manager-level-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/actionet-help-desk-manager-level-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Factionet-help-desk-manager-level-i"}]}