ActioNet, Inc. · 2 months ago
Desk Side Support Manager
Washington, DC
Full-time
Onsite
Senior Level
$80K/yr - $150K/yr
5+ years expActioNet is a woman-owned IT Solutions Provider with over 25 years of experience in delivering quality services. They are seeking a Desk Side Support Manager responsible for supervising desk side personnel, ensuring effective service delivery, and optimizing support operations for end-users.
AssociationConsultingCRMGovernmentInformation ServicesInformation Technology
No H1B
Security Clearance Required
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
Qualification
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
Benefits
Medical Insurance
Vision Insurance
Dental Insurance
Life and AD&D Insurance
401(k) Savings Plan
Education and Professional Training
Flexible Spending Accounts (FSA)
Employee Referral and Merit Recognition Programs
Employee Assistance and Identity Theft Protection
Paid Holidays: 11 per year
Paid Time Off (PTO)
Disability Insurance
Company
ActioNet, Inc.
ActioNet, Inc., headquartered in Vienna, Virginia, 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 Cloud-based Solutions, Cyber Security and Agile Software Engineering.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashley Chen
Founder & CEO
Recent News
Washington Technology
2025-12-12
Company data provided by crunchbase