Desk Side Support Manager

Description

ActioNet has an opportunity for a Desk Side Support Manager requiring a Public Trust clearance in the Washington, D.C. metro area. Hybrid work is available. 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.

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 solid qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 24+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters
• We are committed to our customers by driving and sustaining Service Delivery Excellence
• We are committed to giving back to our Community, helping others, and making the world a better place for the next generation

ActioNet is proud to be named a Top Workplace for the tenth year (2014 - 2023). We have a 98% Customer retention rate. We are passionate about our customers' inspirational missions and entrust our employees and teams to deliver exceptional performance to enable our nation's safety, security, health, and well-being.

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 succeed; all you need to do is bring your best ideas, energy, and 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.