What are the responsibilities and job description for the IT Service Desk Manager | Req#3730 position at ActioNet, Inc.?
ActioNet has an immediate opportunity for an IT Service Desk Manager requiring a Public Trust - Level 5 Investigation, located in Washington, DC. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.
All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
The IT Service Desk provides comprehensive on-site support Monday through Friday, 7 AM–6 PM EST, with after-hours and holiday phone support managed by Data Center Operations staff supporting a dynamic Service Desk model aiming for >
90% first-call resolution through highly trained personnel capable of addressing a wide array of IT issues.
The Service Desk Manager oversees staffing, training, shift adjustments, and reporting to ensure efficient operations and adherence to Service Level Agreements (SLAs).
Primary Functions :
- Customer Service Excellence : Deliver courteous, professional support via phone, email, and in-person, maintaining a 99.5% positive feedback rate in customer surveys.
- Technical Support : Troubleshoot and resolve hardware, software, and connectivity issues for COTS applications, desktops, laptops, peripherals, and mobile devices, maintaining a 90% resolution rate without escalation.
- Account and System Administration : Perform Microsoft Active Directory tasks, including user and group management, folder permissions, and NTFS file structure administration.
- ServiceNow Expertise : Log, track, and close tickets with accurate and thorough documentation, ensuring timely resolution within 3 days post-incident.
- Reporting and Metrics : Submit accurate SitRep, weekly, and monthly performance reports to Treasury management, with data supporting executive dashboards.
- Customer Engagement : Update customer contact details in ServiceNow, respond to special requests, and ensure a seamless resolution process with average survey scores of 4 or higher on a 5-point scale.
- Adhere to performance standards with
