Senior IT Service Desk/Knowledge Base Manager

Job Description

NetImpact Strategies, Inc. is seeking to hire a IT Service Desk/Knowledge Base Manager to support a Federal Agency.

This role is located 100% onsite at Fort Eisenhower, Georgia

Candidates must be able to pass a background investigation.

Key Responsibilities:

• Lead and manage a team responsible for deskside support services, ensuring service excellence and customer satisfaction.
• Oversee the creation, review, and maintenance of Knowledge Management Articles to reflect current operations and provide continuous improvements.
• Manage and optimize the ticketing system to ensure seamless service delivery and support tracking.
• Develop methods and strategies for efficient deskside support service management, with a focus on flexibility and mobility to meet customer assistance needs.
• Communicate effectively with key staff, management, and other IT support teams to ensure smooth coordination and issue resolution.
• Identify areas for workforce optimization and propose solutions to enhance team productivity and efficiency.
• Provide leadership and mentorship to the IT service desk team to ensure professional development and continuous improvement.
• Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
• This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.

Qualifications

Required Qualifications and Certifications:

• Experience- Eight (8) years of progressive experience demonstrating the required proficiency
• Education- Master’s Degree and/or equivalency
• IAT II: (CCNA-Security, GICSP, GSEC, Security+ CE, SSCP, CySA+ **)  DoD 8570.01-M certificate requirement,
• CE: Professional (expert preferred) level certificate for supported technology

Preferred Qualifications and Certifications:

• Previous Federal Consulting Experience.
• Additional certifications in IT service management (e.g., ITIL, HDI, etc.) preferred.
• Experience in managing enterprise-level ticketing and knowledge management systems.
• Advanced knowledge of desktops, networks, and user support processes.
• Ability to manage a team and drive operational excellence.

#LI-Onsite

About Us

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