Desk Side Support Manager

Description Actio Net  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: 80-150K

Duties and Responsibilities:

Provide supervision of all desk side personnel assigned to this contract

Ensure Call Center personnel adhere to all Tier 2 SOPsEnsure 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 Actio Net’s Quality Management System, including Actio Net 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 systemsITIL 4 Certification Help Desk Institute (HDI) Certification - Support Center Manager Service Now certification

Actio

Net 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, Actio Net is the premier Trusted Innogrator!

Core Capabilities:
Advanced and Managed IT Services Agile Software Development Dev Sec Ops Cybersecurity Health  ITC4

ISR & SIGINTData Center Engineering & Operations Engineering & Installation Why Actio Net?

At Actio Net, our Passion for Quality is at the heart of everything we do:

Commitment to Employees:
We are committed to making Actio Net a great place to work and continue to invest in our Actio Neters.

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.

Actio Net is proud to be named a Top Workplace for the twelfth  year in a row (2014 - 2025). We…