Enterprise Service Desk Manager (Tier 1) – ITIL & CX Leader

ActioNet, Inc.; Rockville (MD); On-site; USD 230,000 - 281,000; Full time

Benefits offered by this job

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 MeritRecognition

Employee Assistance and Identity Theft

Paid Holidays: 11 per year

Paid Time Off (PTO)

Disability Insurance

Job summary

ActioNet, Inc. in Rockville, MD is seeking a Call Center (Tier 1) Manager to lead the Enterprise Service Desk operations, ensuring timely support for incidents, requests, and user account tasks while meeting SLRs.

You will align ITIL-based practices with Federal ITSM environments, drive staff scheduling, training, and knowledge management, and continuously improve service quality through metrics and feedback.

Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• ITIL v4 Foundation certification preferred.
• 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.

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.

Skills

ITIL v4 Foundation

Service Desk management

Federal ITSM

ITIL processes

Leadership

Communication skills

Customer service

Education

Bachelor's degree in IT/Business or related field

Job description

ActioNet, Inc. in Rockville, MD is seeking a Call Center (Tier 1) Manager to lead the Enterprise Service Desk operations, ensuring timely support for incidents, requests, and user account tasks while meeting SLRs.

You will align ITIL-based practices with Federal ITSM environments, drive staff scheduling, training, and knowledge management, and continuously improve service quality through metrics and feedback.