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 13 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 :

Preferred Qualifications :

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 :

Why ActioNet?

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

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 :

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.