Desk Side Support Manager

ActioNet has an opportunity for a
Desk Side Support Manager
requiring a Public Trust clearance in the Washington, D.C. metro area. You will play a multifaceted role and be responsible for all desk side Support, providing all necessary personnel to fully and completely administer the hardware and software supplied to end users. You will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support. The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.
Salary: 80-150K
Duties and Responsibilities:
Provide supervision of all desk side personnel assigned to this contract
Ensure Call Center personnel adhere to all Tier 2 SOPs
Ensure satisfactory performance of contract task areas
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 computer systems and applications
Facilitate and collect knowledge about common problems and service requests to boost First Call Resolution (FCR)
Optimize shifts to meet fluctuations in call volumes
Ensure staff are trained for all ticket types
Ensures that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
Strategically work together with cross-functional teams to provide innovative, customer-focused experiences
Basic Qualifications (required):
Five (5) or more years managing and leading desk side support teams utilizing ITIL and Agile methodologies
Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
Experience leading teams of 25 technicians supporting 5,000 devices across several geographic locations
Solid experience in supervising technicians striving for 100% SLA compliance
Extensive knowledge and experience of customer service
Good interpersonal, Problem-solving, and Time management skills
Strong management skills to manage resources and day-to-day processes
Strong attention to detail, organizational skills, and a commitment to quality
Ability to work independently and collaboratively within cross-functional teams
Preferred:
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 twelfth year in a row (2014 - 2025). 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