{"id":1988579,"url":"https://alion.io/job/actionet-call-center-manager","title":"Call Center Manager","company":{"id":3882890,"name":"ActioNet","domain":"actionet.com","url":"https://alion.io/company/actionet","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-07T04:10:06Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T12:09:37Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Description\nActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. Hybrid work is available.You will play a multifaceted role and be the first point of contact for troubleshooting hardware/software, computer systems, and printer problems. You will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support. The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.\nSalary Range 80-110K\nDuties and Responsibilities:\nProvide supervision of all Call Center personnel assigned to this contract\nEnsure Call Center personnel adhere to all Tier 1 SOPs\nEnsure satisfactory performance of contract task areas\nTrain 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\nEnsures 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\nStrategically work together with cross-functional teams to provide innovative, customer-focused experiences\nBasic Qualifications (required):\nFive (5) or more years managing and leading Call Center teams utilizing ITIL and Agile methodologies\nMicrosoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word\nGood interpersonal, Problem-solving, and Time management skills\nStrong management skills to manage resources and day-to-day processes\nStrong attention to detail, organizational skills, and a commitment to quality\nAbility to work independently and collaboratively within cross-functional teams\nPreferred:\nBachelor’s degree in computer science/information systems\nITIL 4 Certification \nHelp Desk Institute (HDI) Certification - Support Center Manager \nServiceNow certification\nActioNet 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!\nCore Capabilities:\nAdvanced and Managed IT Services\nAgile Software Development\nDevSecOps\nCybersecurity\nHealth IT\nC4ISR & SIGINT\nData Center Engineering & Operations\nEngineering & Installation\nWhy ActioNet?\nAt ActioNet, our Passion for Quality is at the heart of everything we do:\nCommitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.\nCommitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.\nCommitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.\nActioNet 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.\nWhat's in It For You?\nAs 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?\nActioNet 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.\nFull-Time Employees are eligible to participate in our ActioNet’s Benefits Program:\nMedical Insurance\nVision Insurance\nDental Insurance\nLife and AD&D Insurance\n401(k) Savings Plan\nEducation and Professional Training\nFlexible Spending Accounts (FSA)\nEmployee Referral and Merit Recognition Programs\nEmployee Assistance and Identity Theft Protection\nPaid Holidays: 11 per year\nPaid Time Off (PTO)\nDisability Insurance\nActioNet 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.\n********Direct Applicants, only. 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