IT Service Desk Manager

ActioNet has an immediate opportunity for a IT Service Desk Manager requiring a Public Trust – Level 5 Investigation, located in Washington, DC. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

The IT Service Desk provides comprehensive on-site support Monday through Friday, 7 AM–6 PM EST, with after-hours and holiday phone support managed by Data Center Operations staff supporting a dynamic Service Desk model aiming for >90% first-call resolution through highly trained personnel capable of addressing a wide array of IT issues.

The Service Desk Manager oversees staffing, training, shift adjustments, and reporting to ensure efficient operations and adherence to Service Level Agreements (SLAs).

Primary Functions:

• Customer Service Excellence: Deliver courteous, professional support via phone, email, and in-person, maintaining a 99.5% positive feedback rate in customer surveys.
• Technical Support: Troubleshoot and resolve hardware, software, and connectivity issues for COTS applications, desktops, laptops, peripherals, and mobile devices, maintaining a 90% resolution rate without escalation.
• Account and System Administration: Perform Microsoft Active Directory tasks, including user and group management, folder permissions, and NTFS file structure administration.
• ServiceNow Expertise: Log, track, and close tickets with accurate and thorough documentation, ensuring timely resolution within 3 days post-incident.
• Reporting and Metrics: Submit accurate SitRep, weekly, and monthly performance reports to Treasury management, with data supporting executive dashboards.
• Customer Engagement: Update customer contact details in ServiceNow, respond to special requests, and ensure a seamless resolution process with average survey scores of 4 or higher on a 5-point scale.

Key Deliverables:

Adherence to performance standards with <5 valid monthly complaints.

Scheduled monthly and quarterly reviews of metrics and customer satisfaction.

Maintain service levels to support operational goals with detailed and actionable insights from surveys and reports.

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:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why 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 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:

• 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