Call Center Manager

ActioNet, Inc.; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Savings Plan

Paid Time Off (PTO)

Job summary

A leading IT services company in Washington, D.C. is seeking a Call Center Manager to oversee operations and ensure high-quality customer support. The ideal candidate will have over five years of experience managing Call Center teams and must possess ITIL and Agile knowledge. This role offers a hybrid work model and a competitive salary range of $80,000-$110,000. The company values employee commitment and community outreach.

Qualifications

• Five or more years managing and leading Call Center teams.
• Microsoft Office Specialist certification in at least 1 application.
• Strong management skills to manage resources and processes.

Responsibilities

• Supervise all Call Center personnel assigned to this contract.
• Ensure adherence to all Tier 1 SOPs.
• Train staff responsible for user support.

Skills

ITIL methodologies

Agile methodologies

Customer service

Problem-solving skills

Time-management skills

Education

Bachelor's degree in computer science/information systems

Tools

Microsoft Office

ServiceNow certification

Job description

ActioNet has an opportunity for a Call Center 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 the first point of contact for troubleshooting hardware/software, computer systems, and printer problems. 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.

Salary Range: 80-110K

Duty and Responsibilities

• Provide supervision of all Call Center personnel assigned to this contract
• Ensure Call Center personnel adhere to all Tier 1 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
• Ensure 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 Call Center teams utilizing ITIL and Agile methodologies
• Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
• 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

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 employees.
• 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

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.