Top 23 Center (tier 1) manager Jobs in Hanover, Md

Call Center (Tier 1) Manager
ActioNet —Rockville, MD
- Up to $255,000 a year
- Full-time
- Bachelor's degree
- Senior level
- Business
- AD&D insurance
- Paid holidays
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Lead Service Desk Manager
General Dynamics Information Technology —Bethesda, MD
- $140,250 - $189,750 a year
- Hybrid work
- 8 years
- Bachelor's degree
- Travel
- Paid holidays
- 401(k) matching
Operations Manager
College Track —Baltimore, MD
- $62,000 - $89,823 a year
- Full-time
- Google Workspace
- 5 years
- Mid-level
- Paid holidays
11d
IT Service Desk Technical Lead (Operations)
General Dynamics Information Technology —Bethesda, MD
- $81,349 - $103,500 a year
- Hybrid work
- Computer science
- Computer Science
- 5 years
- Paid holidays
- 401(k) matching
6d
Technical Account Manager
Kion —Columbia, MD
- $118,000 - $128,000 a year
- Full-time
- Remote
- Azure
- Bachelor's degree
- Organizational skills
- Health insurance
- Dental insurance
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Data Center Cabling Supervisor | Sr. Technician
Align Communications —Baltimore, MD
- $100,000 - $120,000 a year
- Full-time
- Construction site
- 3 years
- Bachelor's degree
- Commuter assistance
- Health savings account
Quick Apply
SME Project Management Specialist/Project Manager
NOVACES —Baltimore, MD
- Full-time
- Office
- Bachelor's degree
- Business Administration
Quick Apply
Business Operations Manager
American Nurses Association, Inc —Silver Spring, MD
- Full-time
- Mid-level
- Office
- Education
- Paid holidays
- Health insurance
Business Operations Manager
American Nurses Association ANA —Silver Spring, MD
- $75,000 - $94,000 a year
- Full-time
- Mid-level
- Office
- Education
- Paid holidays
- Health insurance
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Information Systems Manager - TS/SCI w/ Poly
General Dynamics Information Technology —Annapolis Junction, MD
- $124,093 - $161,000 a year
- 5 years
- Bachelor of Science
- Office
- Paid time off
- 401(k) matching
6d
Operations Manager – SharePoint and Power Platform Operations Manager
LCG, Inc. —Rockville, MD
- $130,000 - $170,000 a year
- Full-time
- Computer Science
- 8 years
- SharePoint
- Paid holidays
- Disability insurance
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Lead Project Manager
Network Runners, Inc. —Laurel, MD
- Full-time
- Background check
- Office
- Bachelor's degree
- Health savings account
- Health insurance
Quick Apply
Senior Project Manager
Network Runners, Inc. —Laurel, MD
- Full-time
- Background check
- Construction site
- 11+ years
- Health savings account
- Health insurance
Quick Apply
Project Manager
Network Runners, Inc. —Laurel, MD
- Full-time
- Background check
- Construction site
- Office
- Health savings account
- Health insurance
Quick Apply
Account Manager- Service/Repair (Maryland)
TK Elevator Corporation —Linthicum Heights, MD
- $62,500 - $100,000 a year
- Email
- Mid-level
- Bachelor's degree
- Contracts
- Paid parental leave
- Fuel card
11d
Cybersecurity Program Manager
Edgewater Federal Solutions, Inc. —Bethesda, MD
- Full-time
- Remote
- 7 years
- Azure
- Computer Science
Project Manager
1 Source Consulting —Upper Marlboro, MD
- 7 years
- System design
- Senior level
Technical Lead - Service Desk Operations
Unissant —Bethesda, MD
- Extended hours
- Hybrid work
- Computer Science
- Office
- Bachelor's degree
Quick Apply
16h
Senior Category Manager, Fans and Coils
Nortek Data Center Cooling —Annapolis, MD
- Full-time
- Remote
- 5 years
- Senior level
- Commercial
Quick Apply

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center (tier 1) manager jobs near hanover, md

Call Center (Tier 1) Manager

ActioNet -
Rockville, MD

Quick Apply

Job Details

Full-time
Up to $255,000 a year

Benefits

AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Employee assistance program
Vision insurance

Qualifications

Knowledge management
Managing technical support teams
Managing teams in a customer support role
Team leadership
Bachelor's degree
Incident management operations support
Problem management
ITIL implementation
Call center management
Ticketing system technical support

Full Job Description

Call Center (Tier 1) Manager
(Rockville, MD)

Position Overview

The 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.

Estimated Salary: Up to $255K

Key Responsibilities

Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications

Bachelor's degree in Information Technology, Business, or a related field.
ITIL v4 Foundation certification preferred.
Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
Experience supporting Federal ITSM environments and performance-based service delivery.
Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
Strong leadership, communication, and customer service management skills.

Key Competencies

Service Desk Operations
ITIL Service Management
Customer Experience (CX)
Workforce Management
Performance Metrics & Reporting
Continuous Process Improvement

Security Clearance: Top Secret Clearance

ActioNet 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!

Core Capabilities:

Advanced and Managed IT Services
Agile Software Development
DevSecOps
Cybersecurity
Health IT
C4ISR & SIGINT
Data Center Engineering & Operations
Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet 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.

What's in It For You?

As 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?

ActioNet 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 ActioNet’s Benefits Program:

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

Quick Apply

Refine Your Search

center (tier 1) manager jobs in hanover, md

Call Center (Tier 1) Manager

Lead Service Desk Manager

Operations Manager

IT Service Desk Technical Lead (Operations)

Technical Account Manager

Data Center Cabling Supervisor | Sr. Technician

SME Project Management Specialist/Project Manager

Business Operations Manager

Business Operations Manager

Information Systems Manager - TS/SCI w/ Poly

Operations Manager – SharePoint and Power Platform Operations Manager

Lead Project Manager

Senior Project Manager

Project Manager

Account Manager- Service/Repair (Maryland)

Cybersecurity Program Manager

Project Manager

Technical Lead - Service Desk Operations

Senior Category Manager, Fans and Coils

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