Help Desk Manager

Akkodis is seeking a Help Desk Manager job with a client in Rochester, NY. Must hold a Bachelors Degree in Computer Engineering, or related field to be considered. You will lead a team of nine Level 1 and Level 2 technicians, hold the SLA and documentation standards, and carry meaningful responsibility for the gross margin result. Will partner with the COO on tooling, workflow, and process improvements. Salary Range: $80/k to $100/k. The salary may be negotiable based on experience, education, geographic location, and other factors. Help Desk Manager responsibilities include: Hire, develop, schedule, and performance-manage a team of L1/L2 technicians across remote and onsite environments Build a team culture oriented around accountability, continuous improvement, and client outcomes Own SLA compliance across all managed service agreements Maintain documentation standards — configurations, runbooks, escalation paths, and client-specific procedures Manage ticket flow, prioritization, and resolution quality across the full helpdesk queue Carry meaningful responsibility for gross margin performance Provide input into labor planning, scheduling optimization, overtime management, and subcontractor usage Review and interpret relevant financial reporting; identify cost drivers and surface improvement opportunities to the COO Understand the relationship between utilization, efficiency, and margin — and manage toward it Identify and eliminate recurring ticket patterns through root cause analysis and proactive remediation Support onboarding and technical development of new team members Desired Qualifications: Bachelors Degree in Computer Engineering, or related field is required. Minimum Five years related experience Experience leading a technical support or Help Desk team Familiarity with PSA platforms; Autotask experience Comfort with financial concepts relevant to service delivery: utilization, margin, labor cost, efficiency ratios Ability to collaborate with internal and external stakeholders at all levels 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 View phone number on click.appcast.io or View email address on click.appcast.io Equal Opportunity Employer Equal Opportunity Employer/Veterans/Disabled Benefits 401k Holidays and PTO Candidate Privacy Information Statement 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: California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers #J-18808-Ljbffr