{"id":1988542,"url":"https://alion.io/job/actionet-call-center-tier-1-manager","title":"Call Center (Tier 1) 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":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rockville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":255000,"currency":"USD","period":"year","gross":null,"usd_annual":255000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-07T04:10:06Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-22T04:48:24Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Description\nCall Center (Tier 1) Manager\n(Rockville, MD)\nPosition Overview\nThe Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.\nEstimated Salary: Up to $255K\nKey Responsibilities\nManage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations. \nEnsure timely resolution and escalation of incidents, service requests, account management, and password support activities. \nMonitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance. \nCoordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity. \nOversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes. \nPromote continuous service improvement through customer feedback, performance analysis, and operational enhancements. \nRequired Qualifications\nBachelor's degree in Information Technology, Business, or a related field. \nITIL v4 Foundation certification preferred. \nMinimum five (5) years managing enterprise Service Desk or Help Desk operations. \nExperience supporting Federal ITSM environments and performance-based service delivery. \nKnowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. \nStrong leadership, communication, and customer service management skills. \nKey Competencies\nService Desk Operations \nITIL Service Management \nCustomer Experience (CX) \nWorkforce Management \nPerformance Metrics & Reporting \nContinuous Process Improvement \nSecurity Clearance: Top Secret Clearance\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 eleventh year in a row (2014 - 2024). 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. 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