Customer Service Delivery Manager

ActioNet is seeking a Customer Service Delivery Manager to oversee the Service Desk, AV/VTC operations, and knowledge management functions, ensuring alignment with the agency’s customer service vision.

Requirements

• 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.

Benefits

• 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