Customer Service Delivery Manager|req#4185

Customer Service Delivery Manager

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.

Duties and 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.

Basic Qualifications:

• 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.

Preferred Qualifications:

• 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.

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Core Capabilities:

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

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• 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 twelfth year in a row (2014 - 2025). 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?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

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.

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

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

****Direct Applicants, only. No Agencies, No third-party recruiters, please****