ActioNet, Inc.
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), Federal Deposit Insurance Corp. (FDIC), 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?
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.
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
Direct Applicants, only. No Agencies, No third‑party recruiters, please.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Computer and Network Security, Computer Networking Products, and IT Services and IT Consulting
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.
#J-18808-Ljbffr
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), Federal Deposit Insurance Corp. (FDIC), 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?
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.
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
Direct Applicants, only. No Agencies, No third‑party recruiters, please.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Computer and Network Security, Computer Networking Products, and IT Services and IT Consulting
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.
#J-18808-Ljbffr