What are the responsibilities and job description for the Service Desk Manager position at ActioNet, Inc.?
Description
ActioNet has an opportunity for a Service Desk Manager requiring a Public Trust clearance in the Washington, D.C., metro area. Hybrid work is available. In this role, you will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incidents, service requests, and end-user support. You will be the first point of contact for troubleshooting hardware / software, computer systems (PC and Mac), and printer problems. You will train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications. The right candidate will work well with a team, always exhibit excellent customer service skills, and be self-motivated, seeking ways to improve the environment.
Duties and Responsibilities :
- Demonstrate expert-level knowledge of Project Management, SDLC, and HDI standards.
- Develop and guide an ITSM / ITIL maturity plan.
- Supervise all service desk personnel and ensure adherence to SOPs.
- Train and mentor staff for phone and in-person support, ensuring they are trained for all ticket types.
- Identify and deploy ITSM / ITIL improvements to boost First Call Resolution (FCR).
- Facilitate key customer meetings to understand project statuses and resource needs.
- Act as the primary POC for operational escalations and develop corrective action plans.
- Plan, initiate, and manage IT projects, ensuring adherence to quality management systems.
- Ensure KPIs, SLAs, and communication expectations are met, optimizing shifts for call volume fluctuations.
- Coordinate and collaborate across all tiers and with cross-functional teams to provide innovative, customer-focused experiences.
Basic Qualifications (required) :
Preferred Qualifications :
ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25 years of stellar past performance, ActioNet is the premier Trusted Innogrator!
Core Capabilities :
Why ActioNet?
At ActioNet, our Passion for Quality is at the heart of everything we do :
ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.
What's in It For You?
As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?
ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Full-Time Employees are eligible to participate in our ActioNet's Benefits Program :
ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
