Service Desk Lead
Akkodis
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Job Details
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Summary
Rate Range: $74/hour to $76/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.
Service Desk Lead Job Responsibilities Include:
- Lead end-to-end Service Desk operations supporting Retail Store and Corporate users while ensuring high levels of service quality, operational efficiency, and customer satisfaction.
- Provide leadership, governance, and performance oversight for offshore Service Desk teams while ensuring alignment with client objectives and contractual commitments.
- Serve as the primary client-facing escalation point for operational issues, service delivery concerns, major incidents, and executive communications.
- Drive performance across Service Level Agreements (SLAs), Key Performance Indicators (KPIs), First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), ticket backlog management, and aging metrics.
- Partner with Infrastructure, Applications, Product, and IT Service Management teams to support continuous improvement initiatives involving automation, self-service, shift-left strategies, and AI-enabled support capabilities.
Desired Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Management, or a related discipline.
- A minimum of ten years of experience in Service Desk Management, IT Operations, IT Service Management, or enterprise support leadership roles.
- Proven experience leading large-scale, high-volume Service Desk operations supporting geographically distributed user communities.
- Strong expertise in Service Desk Management, SLA management, KPI reporting, quality management, knowledge management, and service improvement methodologies.
- Demonstrated experience managing client relationships, executive stakeholders, offshore delivery teams, and complex operational environments.
Preferred Qualifications:
- ITIL Certification or strong experience working within IT Service Management frameworks and best practices.
- Experience supporting Retail Service Desk environments, including point-of-sale systems, mobility solutions, store infrastructure, and end-user technologies.
- Experience leading Major Incident Management activities and coordinating service recovery efforts during critical business events.
- Hands-on experience with ServiceNow, service management platforms, reporting tools, and operational dashboards.
- Experience implementing automation, GenAI solutions, virtual agents, agent assist technologies, self-service portals, and automated quality management capabilities.
If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at
Pay Details: $74.00 to $76.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to ;br>
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- Dice Id: cxmodoak1
- Position Id: US_EN_6_971649_1648758
- Posted 1 hour ago
Company Info
Join Akkodis: Pioneering the Future of Digital Engineering & Talent Solutions
Welcome to Akkodis, a global leader at the vanguard of digital transformation. For over 35 years, we've been engineering innovative solutions to some of the world's most complex challenges. Our mission? To engineer a smarter future for everyone. We serve a diverse range of clients, from visionary startups to global powerhouses, and our expertise spans digital engineering, industrial consulting, and research and development.
Why Akkodis is Your Next Career Destination
Global Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level.
Diverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set.
Commitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish.
Continuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career.
Inclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard.
Our Evolution and Your Role in It
Akkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success.
Empowering the Future
We're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering.
Join the Akkodis Community
At Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.
Partnering with Dice for Better Opportunities
In our commitment to connecting tech talent with top industry jobs, Akkodis has established a long-term partnership with Dice, the leading career destination for tech experts. With Dice's specialization in tech careers and a network of over 9 million technology professionals, this partnership amplifies our ability to offer diverse and cutting-edge opportunities to our workforce. It also ensures that our positions reach the most skilled and innovative minds in the tech industry, fostering a vibrant community of tech experts and thought leaders.