Desk-Side Support & Service Leader – DC Metro

ActioNet, Inc.; Washington; On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Job summary

ActioNet seeks a Desk Side Support Manager in the Washington, DC metro area with a Public Trust clearance to lead desk-side support across multiple locations. You will supervise staff, enforce Tier 2 SOPs, and ensure high SLA performance while mentoring teams responsible for end-user hardware and software support.

You will work with cross-functional teams to deliver innovative, customer-focused experiences and drive First Call Resolution improvements as part of ActioNet’s Quality Management

Qualifications

• Five or more years managing and leading desk side support teams using ITIL and Agile.
• MOS certification in Access, Excel, PowerPoint, Outlook, or Word.
• Experience leading teams of 25+ technicians across 5,000+ devices.
• Strong customer service and interpersonal skills.
• Ability to work independently and collaboratively within cross-functional teams.

Responsibilities

• Supervise all desk side personnel assigned to this contract.
• Ensure Call Center personnel adhere to Tier 2 SOPs.
• Ensure satisfactory performance of contract task areas.
• Train and mentor staff responsible for user support across email, directories, operating systems, and desktop applications.
• Facilitate knowledge sharing to boost First Call Resolution.
• Optimize shifts to meet fluctuations in call volumes.
• Ensure staff are trained for all ticket types.
• Ensure projects adhere to ActioNet’s Quality Management System and reporting.
• Collaborate with cross-functional teams to deliver customer-focused experiences.

Skills

Desk side support leadership

ITIL and Agile

Customer service

Time management

Interpersonal skills

Resource management

Attention to detail

Independent / collaborative work

Education

Bachelor's degree in computer science or information systems

ITIL 4 Certification

HDI Certification - Support Center Manager

ServiceNow certification

Tools

MOS Certification

ServiceNow

Job description

ActioNet seeks a Desk Side Support Manager in the Washington, DC metro area with a Public Trust clearance to lead desk-side support across multiple locations. You will supervise staff, enforce Tier 2 SOPs, and ensure high SLA performance while mentoring teams responsible for end-user hardware and software support.

You will work with cross-functional teams to deliver innovative, customer-focused experiences and drive First Call Resolution improvements as part of ActioNet’s Quality Management