Service Desk Lead

About the role

The Service Desk Lead oversees daily operations of customer-facing IT and call center support services. This role ensures consistent, high-quality support for internal users and the client population while coordinating activities across call center, Tier 1, and Tier 2 teams. They lead and mentor service desk staff to improve customer service, operational efficiency, and technical capability.

Responsibilities

• Lead and mentor service desk staff to improve customer service, operational efficiency, and technical capability.
• Monitor ticket queues, call volume, staffing schedules, and SLA performance to ensure timely issue resolution.
• Provide regular KPI and performance reporting to DAU leadership.
• Manage escalations, assist with complex issues, and ensure proper routing of incidents and service requests.
• Maintain and enhance service desk procedures, SOPs, and knowledge articles to support first-contact resolution.
• Analyze service trends to identify training needs, process improvements, and opportunities to strengthen customer experience.
• Collaborate with internal teams, vendors, and partners to address operational requirements.
• Support quality management efforts and ensure adherence to established performance benchmarks.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline, or equivalent experience.
• 5+ years of technical or leadership experience in a service desk, contact center, or managed support environment.
• ITIL 4 Foundations preferred.
• Demonstrated experience managing SLAs and service desk performance metrics.
• DoD 8140 IAT Level I (A+ CE, Network+ CE, or equivalent; must hold or obtain within 6 months).

Qualifications

• Strong customer service focus with the ability to lead teams in a fast-paced environment.
• Experience managing service desk operations, staffing, and SLA-driven performance metrics.
• Solid understanding and familiarity with M365 and Okta.
• Proficiency with ITSM platforms (ServiceNow, Remedy) and call management tools (ACD/IVR).
• Excellent communication, collaboration, and problem-solving abilities.
• Ability to develop and maintain SOPs, training materials, and knowledge articles.

Skills

• Customer service focus.
• Leadership skills.
• Technical expertise.
• SLA management.
• Service desk operations.
• Collaboration with internal teams.
• Vendor and partner relations.
• Quality management.

Benefits

• Competitive pay.
• Comprehensive health, dental, and vision insurance.
• Paid life insurance.
• Paid time off.
• 11 paid holidays.
• Performance bonuses.
• Tuition reimbursement.
• Unlimited training.
• Opportunity to thrive in a collaborative, flexible, and innovative environment.

Pay

Competitive pay based on experience and qualifications.

Schedule

Full-time position.

Benefits

• Health, dental, and vision insurance.
• Paid life insurance.
• Paid time off.
• 11 paid holidays.
• Performance bonuses.
• Tuition reimbursement.
• Unlimited training.
• Opportunity to thrive in a collaborative, flexible, and innovative environment.

Concept Plus is an Equal Opportunity Employer

We will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.