Job Description
Job Description
Akira Technologies is seeking an experienced IT Help Desk Manager to lead our technical support team and ensure the delivery of high-quality, efficient, and customer-focused IT services. The IT Help Desk Manager will be responsible for overseeing daily operations, managing a team of help desk technicians, ensuring adherence to service level agreements (SLAs), and driving continuous improvements in IT support processes. This role requires a balance of technical expertise, leadership, and strong communication skills to support end-users and organizational goals.
Work will be Washington, DC, therefore US Citizens with Public Trust and local to the Washington Metro Area are ideal.
Key Responsibilities
- Manage day-to-day operations of the IT help desk, including ticket assignment, escalation, and resolution.
- Supervise, mentor, and evaluate help desk technicians; oversee hiring, onboarding, and training programs.
- Ensure efficient workflow, team productivity, and adherence to established SLAs.
- Provide hands-on support for technical issues, escalating to higher-level support as necessary.
- Maintain accurate documentation of incidents, requests, and resolutions; prepare reports on help desk performance metrics.
- Continuously review and improve help desk procedures, implementing best practices for incident management and resolution.
- Collaborate with vendors and external partners to address hardware, software, or system-related issues.
- Monitor service quality, gather user feedback, and implement improvements to enhance customer experience.
- Ensure compliance with IT security protocols, responding to and documenting security-related incidents.
- Manage scheduling to ensure 24/7 coverage and availability for after-hours emergencies.
- Serve as a key liaison between IT support staff, end-users, and other IT functions.
Job Qualifications
- Bachelor’s degree in computer science, information technology, business administration, or a related field.
- 5–8 years of IT support or help desk experience, including at least 2–3 years in a supervisory/management role.
- Strong technical background with knowledge of IT systems, networks, and software.
- Hands-on experience with help desk ticketing systems and IT support tools.
- Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) preferred.
- Excellent leadership, communication, and customer service skills.
- Proven ability to analyze problems, implement solutions, and manage escalations effectively.
- Experience coordinating with vendors and managing service relationships.
- Ability to thrive in a fast-paced environment with a focus on continuous improvement.
- Prior experience in the government contracting space.
- Minimum Public Trust clearance.
Salary Range: $85,000 to $120,000
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.