ActioNet, Inc. Careers - Customer Service Delivery Manager

ActioNet, Inc.•Washington, DC

44d•Hybrid

About The Position

ActioNet has an opportunity for a Customer Service Delivery Manager requiring a Public Trust clearance in the Washington, D.C., metro area. Hybrid work is available. Supports: Customer Service Desk, Problem Management, Knowledge Management, AV/VTC Role Description:The Customer Service Delivery Manager ensures exceptional end-user support across all agency locations. This role oversees the Service Desk, AV/VTC operations, and knowledge management functions, ensuring alignment with the agency's customer service vision. The manager leads a team that delivers 24/7 Tier 1-3 support, promotes automation, and fosters a culture of proactive service and continuous improvement.

Requirements

ITIL v4 Foundation certification.
7+ years of experience managing federal service desks.
Experience with ServiceNow, AVIXA CTS, and Microsoft 365.
Strong communication and stakeholder engagement skills.

Nice To Haves

HDI Support Center Manager certification.
Experience supporting one or more financial regulatory agencies to include the Federal Reserve System, the Office of the Comptroller of the Currency (OCC), the Federal Deposit Insurance Corporation (FDIC), the Securities and Exchange Commission (SEC), the Commodity Futures Trading Commission (CFTC), and the Consumer Financial Protection Bureau (CFPB).
Familiarity with Net Promoter Score (NPS) and customer experience metrics.
Experience managing hybrid support teams across regional offices.

Responsibilities

Manage the agency Service Desk, handling over 4,250+ monthly calls and over 10,800+ tasks.
Oversee AV/VTC operations for Webex, Teams, and hybrid events.
Lead knowledge management and self-service initiatives.
Ensure asset management and access control compliance.
Coordinate onboarding/offboarding and assistive technology support.
Monitor customer satisfaction and implement service improvements.