Desk Side Support Manager

ActioNet has an opportunity for a Desk Side Support Managerrequiring a Public Trust 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
• 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 computer systems and applications
• Facilitate and collect knowledge about common problems and service requests to boost First Call Resolution (FCR)
• 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):

• Five (5) or more years managing and leading Desk Side Support teams utilizing ITIL and Agile methodologies
• Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
• Experience leading teams of 25+ technicians supporting 5,000+ devices across several geographic locations
• Solid experience in supervising technicians striving for 100% SLA compliance
• Extensive knowledge and experience of customer service
• Good interpersonal, Problem-solving, and Time management skills
• Strong management skills to manage resources and day-to-day processes
• Strong attention to detail, organizational skills, and a commitment to quality
• Ability to work independently and collaboratively within cross-functional teams

Preferred:

• Bachelor’s degree in computer science/information systems
• ITIL 4 Certification
• Help Desk Institute (HDI) Certification - Support Center Manager
• ServiceNow certification

Job Type: Full-time

Pay: $100,000.00 - $130,000.00 per year

Benefits:

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

Experience level:

• 5 years

Schedule:

• 8 hour shift

Experience:

• managing/leading Desk Side Support teams: ITIL and Agile: 5 years (Required)
• ServiceNow OR Remedy: 2 years (Required)

Ability to Commute:

• Washington, DC (Required)

Work Location: In person