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.
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
Benefits
Medical Insurance
Vision 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
EEO Statement 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.
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
Benefits
Medical Insurance
Vision 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
EEO Statement 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