Responsibilities
- Oversee daily activities of the technical support team to ensure prompt handling of service requests.
- Manage incoming support tickets by assigning them according to urgency and team member capabilities.
- Serve as the initial escalation point for technical problems that are unresolved or highly complex.
- Guide and develop support staff through training to strengthen both technical knowledge and customer interaction skills.
- Measure and generate reports on key performance indicators including response speed and issue resolution rates.
- Ensure all support activities align with defined service level agreements and internal IT policies.
- Keep updated records of standard operating procedures, troubleshooting methods, and support workflows.
- Work closely with other IT departments to escalate and resolve widespread system issues.
- Support the rollout and integration of new help desk software and support technologies.
- Promote a constructive and respectful workplace culture that boosts team productivity and morale.
Why ActioNet?
The organization is deeply committed to supporting meaningful customer missions and empowers its workforce to deliver high-impact performance in service of national safety, security, health, and well-being. It has been recognized as a Top Place to Work by the Washington Post for eight consecutive years.
What's in It For You?
Employees join a high-performing team within a supportive corporate culture that fosters shared success across clients, staff, and communities. You will receive the resources needed to thrive—just bring your initiative, energy, and commitment to growing your expertise and advancing your career. This is your opportunity to contribute meaningfully.
Other
- The company is an equal opportunity employer that actively supports workplace diversity.
- Discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability is not permitted.
