Posted today
Public Trust
Mid Level Career (5+ yrs experience)
$78,000 - $112,000
Occasional travel
IT - Hardware
Washington, DC (Off-Site/Hybrid)
ActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. This hybrid role supports a federal customer and requires a leader who can manage day-to-day operations while driving continuous process improvements across the service desk. You will oversee Tier 1 support activities, serve as a key escalation point for hardware/software and system issues, and ensure alignment and cohesion across all support tiers. The ideal candidate is customer-focused, highly organized, and proactive—constantly identifying opportunities to streamline workflows, enhance service quality, and improve the overall end-user experience.
Salary Range: $78–112K
Duties and Responsibilities:
Lead, supervise, and mentor all Call Center personnel assigned to the federal program
Ensure staff adhere to established Tier 1 SOPs, service standards, and performance metrics
Oversee daily support operations, including incident triage, service requests, and end-user troubleshooting
Train and develop staff providing phone and in-person support for email, directories, OS, and desktop applications across federal systems
Drive process improvement initiatives to enhance efficiency, reduce incident volume, and optimize service delivery
Ensure all projects and support activities follow ActioNet’s Quality Management System, federal requirements, and industry best practices
Provide clear, consistent status reporting and ensure customers remain fully informed
Collaborate with cross-functional and multi-tiered teams to deliver innovative and customer-centered service enhancements
Basic Qualifications (Required):
Five (5)+ years managing and leading Call Center teams, preferably within federal environments, utilizing ITIL and Agile methodologies
Microsoft Office Specialist (MOS) certification in at least one of: Access, Excel, PowerPoint, Outlook, or Word
Strong interpersonal, problem-solving, and time management skills
Proven ability to manage resources, processes, and daily operational functions
Strong attention to detail, excellent organizational skills, and a commitment to quality and continuous improvement
Ability to work independently and effectively within cross-functional teams
Salary Range: $78–112K
Duties and Responsibilities:
Lead, supervise, and mentor all Call Center personnel assigned to the federal program
Ensure staff adhere to established Tier 1 SOPs, service standards, and performance metrics
Oversee daily support operations, including incident triage, service requests, and end-user troubleshooting
Train and develop staff providing phone and in-person support for email, directories, OS, and desktop applications across federal systems
Drive process improvement initiatives to enhance efficiency, reduce incident volume, and optimize service delivery
Ensure all projects and support activities follow ActioNet’s Quality Management System, federal requirements, and industry best practices
Provide clear, consistent status reporting and ensure customers remain fully informed
Collaborate with cross-functional and multi-tiered teams to deliver innovative and customer-centered service enhancements
Basic Qualifications (Required):
Five (5)+ years managing and leading Call Center teams, preferably within federal environments, utilizing ITIL and Agile methodologies
Microsoft Office Specialist (MOS) certification in at least one of: Access, Excel, PowerPoint, Outlook, or Word
Strong interpersonal, problem-solving, and time management skills
Proven ability to manage resources, processes, and daily operational functions
Strong attention to detail, excellent organizational skills, and a commitment to quality and continuous improvement
Ability to work independently and effectively within cross-functional teams
group id: RTX156f3f
