Hybrid Service Desk Manager bei Akira Technologies

Akira Technologies is seeking an experienced Service Desk Manager to lead the delivery of end-user technology support services for a U.S. government client. The ideal candidate will have a proven track record in managing technical support teams, delivering exceptional customer service, and ensuring mission-critical IT systems remain fully operational for federal staff.

This is a role supporting a government client in Washington, DC.  Candidates local to the DC Metro Area are ideal.

Key Responsibilities

• Oversee and provide support for end-user hardware troubleshooting.
• Manage software support, including Windows and Mac OS, antivirus, and Microsoft Office 365.
• Support peripherals such as printers, headphones, and USB cameras.
• Coordinate computer/laptop disconnect/reconnect activities.
• Maintain inventory of computer hardware and software assets.
• Track computer lease agreements, software licensing, and maintenance contracts.
• Maintain logs of internal services performed, external service requests, and work hours.
• Ensure staff have the necessary equipment and technology to operate efficiently.
• Provide computer assistance and end-user training.
• Coordinate schedules to ensure technology services meet operational needs.
• Communicate system problems, scheduled maintenance, upgrades, and downtime to users.
• Notify management of any network issues or disruptions.
• Maintain and manage local and network user accounts, permissions, and access controls.
• Coordinate with contractors, other support teams, and technology providers during transition activities.
• Perform other administrative duties as required to support mission needs.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Minimum 8 years of experience in IT service desk operations, including 4 years in a supervisory or managerial role.
• Experience supporting both Windows and Mac OS environments.
• Strong knowledge of Microsoft Office 365 and common enterprise applications.
• Experience with IT asset management, software licensing, and inventory control.
• Exceptional communication and interpersonal skills with the ability to interface with high-level government staff.
• Ability to work in a fast-paced, high-visibility environment with strict deadlines.

Preferred Qualifications

• Experience supporting U.S. federal government clients.
• ITIL Foundation certification or equivalent.
• Project management experience (PMP or similar certification).

Salary Range:  $85,000 to $130,000

Akira’s pay range for this position considers various factors including skills, years of experience, training, licenses, certifications, alignment with market data, and internal equity in the organization.  This pay range estimate is a general guideline only and not a guarantee of compensation or salary, which Akira believes to be done in good faith in compliance with local laws.  The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

General Description of Benefits

Akira offers its employees multiple options for medical plans (some with Health Savings Account), dental plans, and vision coverage, and a 401(k) plan with employer match.  To promote work/life balance, Akira offers paid time off, including vacation and sick time, holidays, paid parental leave, military leave, bereavement leave, and jury duty leave.  We also offer short and long-term disability benefits to protect employee income in the event of sickness or injury, life insurance, accidental death and dismemberment insurance, and critical illness insurance.  Akira also offers tuition, training, and certification reimbursement for professional development and career advancement.

Akira regularly reviews our total rewards package to ensure our offerings remain competitive and reflect the values and needs expressed by our employees.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.