IT Service Desk/Knowledge Base Manager Senior

We are seeking a highly skilled IT Service Desk/Knowledge Base Manager - Level IV to lead our service desk team and manage our knowledge base. The successful candidate will have advanced technical expertise, strong leadership skills, and experience in supervising and coordinating IT support activities. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer service.

*This role is 100% onsite

Responsibilities:

• Supervise and coordinate activities of IT Service Desk Specialists, Coordinators, or Technicians.
• Ensure effective communication and collaboration among team members to resolve technical issues efficiently.
• Identify, troubleshoot, or resolve complex information systems problems to minimize downtime of applications and personnel.
• Utilize advanced technical skills to resolve technical issues independently with minimal supervision.
• Assist computer users with hardware and software questions and problems.
• Field telephone calls, e-mail messages, and other contacts from customers seeking guidance on technical problems.
• Oversee the planning, design, sampling, and development of surveys to create guidelines for capturing, managing, and using information in the knowledge base.
• Ensure the reliability and validity of data collected through surveys.
• Determine the proper survey data collection methodology.
• Oversee the production of reports and findings from surveys.
• Pretest and pilot surveying to refine the agenda.
• Administer survey databases to ensure accurate and efficient data management.
• Possess advanced technical knowledge and skills to troubleshoot and resolve complex technical issues.
• Stay up-to-date with the latest technologies and methodologies to ensure effective problem resolution.
• Perform more independent thinking and complex tasks with little to no supervision.

Required 

• Master’s degree with 8+ years experience leading large complex desktop support teams 

• BA degree with 10+ years experience leading large complex desktop support teams. 

• One or more of the following (IAT II) 

• CCNA-Security 

• CySA+ ** 

• GICSP 

• GSEC 

• Security+ CE 

• CND 

• SSCP  

• HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.).  

• Secret Clearance  

Preferred 

• Federal Consulting Industry Experience Preferred 

• Military Experience Preferred 

#LI-Onsite 

Perks of working at NetImpact Strategies 

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team 

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required 

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays 

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!) 

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications! 

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024! 

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!  

ABOUT US 

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government. 

ACCESSIBILITY NOTE 

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com. 

EQUAL OPPORTUNITY EMPLOYER 

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").