Job Description

Pay Rate Range: $55-$65/hr W2

Responsibilities:
• Oversight of the day-to-day operations of an enterprise Service Desk Team supporting over 2,500 users.
• Provide customer-focused service and technical leadership for Service Desk support staff who provide T1 and T2 Remote and Deskside resolution of standard and non-standard computers, tablets, smartphones, software, peripherals, printers, and network connectivity problems. As well as user account administration and support.
• Responsible for all aspects of managing service desk personnel including tasking, scheduling, monitoring/QA, mentoring, evaluating, and managing performance issues.
• Analyze daily, weekly and monthly operational metrics and make recommendations for streamlining processes, knowledge management articles, agent training, etc.
• Provide leadership in the role of Incident and Service Request Manager, responsible for full lifecycle (from triage, escalation to resolution) and for continual service improvements that align with and continually improve upon ITIL processes.
• Work closely with the Management Team to promote a positive work environment and achieve the group goals.
• Interact and collaborate with all levels of staff to include active participation and involvement as part of the contract and client management teams.
• Interface with Project Managers, Operations Manager, and Change Management teams to review and approve operational support readiness of impacting changes to the organization.
Basic Qualifications:
• At least 10 years of professional experience
• Five years related experience working on a Service Desk
• Three years of experience Managing a Service Desk/Help Desk Team
• Three years of experience supporting and troubleshooting the M365 line of Products – including Outlook/Exchange, Office, Teams, Active Directory (AD).
• Two Years of Experience with enterprise configuration and monitoring tools, such as System Center Configuration Manager (SCCM), Operations Manager (SCOM), ADManager, and Active Directory Users and Computers.
• Ten Years of Desktop, laptop, tablet and smart device hardware troubleshooting and maintenance.
• Must be a U.S. Citizen and Able to Pass a Capitol Police Background Investigation
Preferred Qualifications
• Three (3) years of experience Managing a Service Desk/Help Desk Team consisting of twenty (20) staff members that supports an environment of two thousand (2000) end users
• Intensive and progressive experience managing a large customer service user base utilizing quality control procedures and ITIL best practices based on a proven quality assurance (QA) program and top-level QA corporate commitment.
• Excellent written and verbal communications skills and demonstrated ability to present material effectively to all levels of management.
• Familiarity with technical troubleshooting of Microsoft Windows 10 and Apple iOS devices (iPhone, iPad, iMac).
• Familiarity with Apple MDM preferably JAMF.
•  Certified as a Service Desk Manager or Service Desk Director, e.g., HDI Support Center Manager, HDI Support Center Director preferred.
• Certified Information Technology Infrastructure Library (ITIL) V3 Foundations or extensive knowledge preferred.

If you are interested in this Help Desk Manager role then please click APPLY NOW. For other opportunities available at Akkodis go to

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria.  Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client

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The Company will consider qualified applicants with arrest and conviction records

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to

The Company will consider qualified applicants with arrest and conviction records

Job Tags

Holiday work, Contract work, Temporary work, Remote job, Work at office, Training, Local area,

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