Help Desk Team Lead (Active TS):---

ActioNet has an opportunity for a Desk Side Support Manager requiring a TOP SECRET clearance in the Washington, D.C. metro area. Hybrid work is available. 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.
• 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):

• TS required with the ability to be cleared up to TS/SCI.
• Must have team lead experience.
• Provide program support as a Service Desk Supervisor.
• Manage Service Desk Queues (including application).
• Fulfill tickets and update ServiceNow and AccessDS.
• Supervise Service Desk Technicians Tier 1 and 2.
• Responsible for the daily operation of the Service Desk team.
• Coordination and management of service desk schedule (including part-timers).
• Providing weekly and monthly reports.

Job Type: Full-time

Pay: $27.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Leadership: 1 year (Required)
• Help Desk or Service Desk: 1 year (Required)

Security clearance:

• Top Secret (Required)

Work Location: On the road