Call Center Manager

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

Ensures that 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

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

Bachelor’s degree in computer science/information systems

ITIL 4 Certification

Help Desk Institute (HDI) Certification - Support Center Manager

ServiceNow certification

Advanced and Managed IT Services

Agile Software Development

DevSecOps

Cybersecurity

Health IT

C4ISR & SIGINT

Data Center Engineering & Operations

Engineering & Installation

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.

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