Desk-Side Support Leader - ITIL Expert & SLA Champion

ActioNet, Inc.; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

ActioNet, Inc. seeks a Desk Side Support Manager in the Washington, DC area to oversee end-user hardware/software support and ensure cohesive operation across all tiers.

The role requires leadership, customer service excellence, and a focus on process improvement within ITIL/Agile frameworks. The candidate will supervise desk side personnel, manage incident and service requests, and mentor staff to maintain 100% SLA adherence while coordinating with cross-functional teams.

Qualifications

• Five (5) or more years leading desk side support teams with ITIL/Agile
• MOS certification in at least one: Access, Excel, PowerPoint, Outlook, or Word
• Experience supervising 25+ technicians across multiple locations and 5,000+ devices
• Strong customer service focus with excellent interpersonal, problem-solving, and time-management skills

Responsibilities

• Supervise all desk side personnel assigned to the contract
• Ensure Call Center personnel follow Tier 2 SOPs
• Train and mentor staff for user support across OS and applications
• Collect knowledge to boost First Call Resolution
• Optimize shifts to meet call volume fluctuations
• Ensure staff are trained for all ticket types
• Ensure projects meet ActioNet Quality Management System standards
• Collaborate with cross-functional teams to deliver customer-focused experiences

Skills

ITIL

Agile

MOS

Team Leadership

SLA Compliance

Education

Bachelor’s degree in CS/IS

ITIL 4 Certification

HDI - Support Center Manager

ServiceNow Certification

Job description

ActioNet, Inc. seeks a Desk Side Support Manager in the Washington, DC area to oversee end-user hardware/software support and ensure cohesive operation across all tiers.

The role requires leadership, customer service excellence, and a focus on process improvement within ITIL/Agile frameworks. The candidate will supervise desk side personnel, manage incident and service requests, and mentor staff to maintain 100% SLA adherence while coordinating with cross-functional teams.