Call Center (Tier 1) Manager | Req#4648

ActioNet, Inc.; Rockville (MD); Presencial; USD 229.500 - 280.500; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts

Employee Referral and Merit Recognitio

Employee Assistance and Identity Theft

Descripción de la vacante

ActioNet in Rockville, MD seeks a Call Center (Tier 1) Manager to oversee the Enterprise Service Desk operations, ensuring timely, high-quality support and adherence to ITIL-based processes. This role requires leadership to drive incident resolution, service requests, account management, and customer inquiries across locations.

The role focuses on meeting Service Level Requirements, optimizing CX, and guiding workforce scheduling, knowledge management, and staff development to sustain service

Formación

• Bachelor's degree in Information Technology, Business, or a related field.
• Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
• Experience supporting Federal ITSM environments and performance-based service delivery.
• Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
• Strong leadership, communication, and customer service management skills.
• Service Desk Operations

Responsabilidades

• Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
• Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
• Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
• Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
• Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
• Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Conocimientos

Leadership

ITIL knowledge

Customer service

Performance metrics

Workforce management

Communication

Service desk

Customer experience

Educación

Bachelor's degree in Information Technology, Business, or a related field

Descripción del empleo

Call Center (Tier 1) Manager
(Rockville, MD)

Position Overview

The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.

Estimated Salary:

Up to $255K

Key Responsibilities

• Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
• Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
• Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
• Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
• Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
• Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
• Experience supporting Federal ITSM environments and performance-based service delivery.
• Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
• Strong leadership, communication, and customer service management skills.
• Service Desk Operations
• ITIL Service Management
• Customer Experience (CX)
• Workforce Management
• Performance Metrics & Reporting
• Continuous Process Improvement

Security Clearance:

TopSecret Clearance

ActioNetis 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!

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations

Why ActioNet?

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

• 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.

ActioNet is proud to be named a Top Workplace

for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

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 be successful; all you need to do is bring your best ideas, your energy, and a 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.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• 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

ActioNet Core Value #1 - Instill Integrity In Everything We Do