Senior Enterprise Service Desk Manager (Tier 1)

ActioNet, Inc.; Rockville (MD); Vor Ort; USD 229.500 - 280.500; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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

Qualifikationen

• 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

Aufgaben

• 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.

Kenntnisse

Leadership

ITIL knowledge

Customer service

Performance metrics

Workforce management

Communication

Service desk

Customer experience

Ausbildung

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

Jobbeschreibung

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