Apply on Employer Site

ActioNet, Inc. · 1 month ago

Customer Service Delivery Manager

Washington, DC

Full-time

Onsite

Mid, Senior Level

$120K/yr - $175K/yr

7+ years exp

ActioNet, Inc. is a woman-owned IT Solutions Provider with extensive experience in Agile Software Engineering and IT Managed Services. They are seeking a Customer Service Delivery Manager to ensure exceptional end-user support, overseeing the Service Desk and knowledge management functions while leading a team that delivers 24/7 support.

AssociationConsultingCRMGovernmentInformation ServicesInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Knowledge of creating and generating helpdesk reports from ServiceNow

Manage the agency Service Desk, handling over 4,250+ monthly calls and over 10,800+ tasks

Oversee AV/VTC operations for Webex, Teams, and hybrid events

Lead knowledge management and self-service initiatives

Ensure asset management and access control compliance

Coordinate onboarding/offboarding and assistive technology support

Monitor customer satisfaction and implement service improvements

Qualification

ITIL v4 Foundation certificationServiceNowAVIXA CTSMicrosoft 365Customer experience metricsStakeholder engagementHybrid support managementCommunication skills

Required

Public Trust clearance

ITIL v4 Foundation certification

7+ years of experience managing federal service desks

Experience with ServiceNow, AVIXA CTS, and Microsoft 365

Strong communication and stakeholder engagement skills

Preferred

HDI Support Center Manager certification

Experience supporting one or more financial regulatory agencies to include the Federal Reserve System, the Office of the Comptroller of the Currency (OCC), the Federal Deposit Insurance Corporation (FDIC), the Securities and Exchange Commission (SEC), the Commodity Futures Trading Commission (CFTC), and the Consumer Financial Protection Bureau (CFPB)

Familiarity with Net Promoter Score (NPS) and customer experience metrics

Experience managing hybrid support teams across regional offices

Benefits

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

Company

ActioNet, Inc.

Glassdoor3.7

ActioNet, Inc., headquartered in Vienna, Virginia, 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 Cloud-based Solutions, Cyber Security and Agile Software Engineering.

Founded in 1998

Vienna, Virginia, USA

1001-5000 employees