Description

Call Center (Tier 1) Manager
(Rockville, MD)

Position Overview

The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.

Estimated Salary: Up to $255K

Key Responsibilities

• Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
• Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
• Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
• Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
• Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
• Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• ITIL v4 Foundation certification preferred.
• Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
• Experience supporting Federal ITSM environments and performance-based service delivery.
• Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
• Strong leadership, communication, and customer service management skills.

Key Competencies

• Service Desk Operations
• ITIL Service Management
• Customer Experience (CX)
• Workforce Management
• Performance Metrics & Reporting
• Continuous Process Improvement

Security Clearance: TopSecret Clearance

Core Capabilities:

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

Why ActioNet?

• 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?

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