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ActioNet, Inc. · 3 days ago
Service Desk Manager
Washington, DC
Full-time
Onsite
Mid, Senior Level
5+ years exp
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Insider Connection @ActioNet, Inc.
Responsibilities
Provide supervision of all service desk personnel assigned to this contract
Ensure Call Center personnel adhere to all Service Desk 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
Qualification
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Required
Five (5) or more years managing and leading service desk 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 10+ 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
Experience supporting the Department of Homeland Security, US Secret Service, or high-profile agencies and political appointees
ITIL 4 Certification
Help Desk Institute (HDI) Certification - Support Center Manager
ServiceNow certification
Company
ActioNet, Inc.
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.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Ashley Chen
Founder and CEO
Michael Genebach
EVP and COO
Company data provided by crunchbase
