Call Center Manager, Washington

ActioNet has an opportunity for a
Call Center Manager
requiring a Public Trust clearance in the Washington, D.C. metro area.
Hybrid work is available.
You will play a multifaceted role and be the first point of contact for troubleshooting hardware/software, computer systems, and printer problems.
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 Range:
******K
Duty and Responsibilities
Provide supervision of all Call Center personnel assigned to this contract
Ensure Call Center personnel adhere to all Tier 1 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
Ensure 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
Basic Qualifications (required)
Five (5) or more years managing and leading Call Center teams utilizing ITIL and Agile methodologies
Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
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
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 employees.
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.
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
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.
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