Service Desk Lead

Akkodis is seeking a Service Desk Lead for a Contract job with a client in San Francisco, CA . The ideal candidate will have extensive experience in Service Desk Management, SLA Management, Quality Management, and Knowledge Management, along with a proven track record leading large-scale global support organizations.

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 Vaibhav.Singh@ akkodisgroup.com


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

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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

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