Customer Service Delivery Manager

Customer Service Delivery Manager | Req#4185

Actio Net 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.

Salary Range $120-175K

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 1–3 support, promotes automation, and fosters a culture of proactive service and continuous improvement.

Duties and Responsibilities:

• Knowledge of creating and generating helpdesk reports from Service Now.
• 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:

• 7+ years of experience managing federal service desks.
• Experience with Service Now, AVIXA CTS, and Microsoft 365.
• Strong communication and stakeholder engagement skills.

Preferred Qualifications:

• Experience supporting one or more financial regulatory agencies to include the Federal Reserve System, the Office of the Comptroller of the Currency (OCC), the Federal Deposit Insurance Corporation (FDIC), the Securities and Exchange Commission (SEC), the Commodity Futures Trading Commission (CFTC), and the Consumer Financial Protection Bureau (CFPB).
• Familiarity with Net Promoter Score (NPS) and customer experience metrics.
• Experience managing hybrid support teams across regional offices.

Actio Net 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 Actio Net’s Benefits Program:

• Medical Insurance
• Vision 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