Desk Side Support Manager

ActioNet; 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 has an opportunity for aDesk Side Support Manager requiring a Public Trust clearance in the Washington, D.C. metro area.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 andday-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

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 Workplacefor the twelfth year in a row (2014 - 2025). 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