Service Desk Manager

ActioNet has an opportunity for a Service Desk Manager requiring a Public Trust clearance in the Washington, D.C., metro area. Hybrid work is available. In this role, you will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incidents, service requests, and end-user support. You will be the first point of contact for troubleshooting hardware/software, computer systems (PC and Mac), and printer problems. You will train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications. The right candidate will work well with a team, always exhibit excellent customer service skills, and be self-motivated, seeking ways to improve the environment.

Duties and Responsibilities:

• Demonstrate expert-level knowledge of Project Management, SDLC, and HDI standards.
• Develop and guide an ITSM/ITIL maturity plan.
• Supervise all service desk personnel and ensure adherence to SOPs.
• Train and mentor staff for phone and in-person support, ensuring they are trained for all ticket types.
• Identify and deploy ITSM/ITIL improvements to boost First Call Resolution (FCR).
• Facilitate key customer meetings to understand project statuses and resource needs.
• Act as the primary POC for operational escalations and develop corrective action plans.
• Plan, initiate, and manage IT projects, ensuring adherence to quality management systems.
• Ensure KPIs, SLAs, and communication expectations are met, optimizing shifts for call volume fluctuations.
• Coordinate and collaborate across all tiers and with cross-functional teams to provide innovative, customer-focused experiences.
  
  

Basic Qualifications (required):

• Eight (8) years managing and leading successful and consecutive commensurate experience managing 24/7/365 customer support center or enterprise service desk of 50 plus staff.
• Significant experience supporting financial/regulatory agencies (e.g., Federal Reserve Board (FRB), the Federal Deposit Insurance Corp. (FDIC), and the Securities and Exchange Commission (SEC), Office of the Comptroller of the Currency (OCC))
• Project Management Institute (PMI) Project Management Professional certification
• ITIL 3 or 4 certification
• Strong technical background in the areas of IT infrastructure, network engineering, systems administration, call center, Desk-side Support, systems security, and software applications
• Works well within a team and understands the importance of quality customer service.
  
  

Preferred Qualifications:

• Bachelor’s degree in computer science/information systems
• ITIL 4 Certification
• Help Desk Institute (HDI) Certification - Support Center Manager
• ServiceNow certification
  
  

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation
  
  

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.
  
  

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. 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.

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 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 based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance
  
  

ActioNet 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.

********Direct Applicants, only. No Agencies, No third-party recruiters, please********