Desk Side Support Manager

DescriptionActioNet has an opportunity for a Desk Side Support Manager requiring a Public Trust clearance in the Washington, D.C. metro area. 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.Salary: 80-150KDuties and Responsibilities:Provide supervision of all desk side personnel assigned to this contractEnsure Call Center personnel adhere to all Tier 2 SOPsEnsure satisfactory performance of contract task areasTrain 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 applicationsFacilitate and collect knowledge about common problems and service requests to boost First Call Resolution (FCR) Optimize shifts to meet fluctuations in call volumesEnsure staff are trained for all ticket typesEnsures 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 statusStrategically work together with cross-functional teams to provide innovative, customer-focused experiencesBasic Qualifications (required):Five (5) or more years managing and leading desk side support teams utilizing ITIL and Agile methodologiesMicrosoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and WordExperience leading teams of 25+ technicians supporting 5,000+ devices across several geographic locationsSolid experience in supervising technicians striving for 100% SLA complianceExtensive knowledge and experience of customer service Good interpersonal, Problem-solving, and Time management skillsStrong management skills to manage resources and day-to-day processesStrong attention to detail, organizational skills, and a commitment to qualityAbility to work independently and collaboratively within cross-functional teamsPreferred:Bachelor’s degree in computer science/information systemsITIL 4 Certification Help Desk Institute (HDI) Certification - Support Center Manager ServiceNow certificationActioNet 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: Advanced and Managed IT ServicesAgile Software DevelopmentDevSecOpsCybersecurityHealth ITC4ISR & SIGINTData Center Engineering & OperationsEngineering & InstallationWhy ActioNet?At ActioNet, our Passion for Quality is at the heart of everything we do:Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.ActioNet is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). 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:Medical InsuranceVision InsuranceDental InsuranceLife and AD&D Insurance401(k) Savings PlanEducation and Professional TrainingFlexible Spending Accounts (FSA)Employee Referral and Merit Recognition ProgramsEmployee Assistance and Identity Theft ProtectionPaid Holidays: 11 per yearPaid Time Off (PTO)Disability Insurance