Service Desk Lead

Concept Plus; California (MD); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Job summary

Concept Plus seeks a Service Desk Lead to oversee daily operations of customer-facing IT and call center support services. You will coordinate Tier 1 and Tier 2 teams, maintain service levels, and deliver exceptional customer experiences for internal users and client populations.

You will monitor SLAs, drive performance metrics, and collaborate with leadership to support mission needs while coaching staff for operational excellence.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related discipline.
• 5+ years of technical or leadership experience in a service desk, contact center, or managed support environment.
• 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).

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.
• Communicate outages, major incidents, and service impacts to internal stakeholders.
• 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.

Skills

Leadership experience

SLA management

Team mentoring

Customer service

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

M365

Okta

Job description

About Concept Plus

Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.

Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.

We offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.

Concept Plus is seeking a Service Desk Lead to oversee 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. Leads work closely with Concept Plus and customer leadership to maintain service levels, support mission needs, and deliver an excellent customer experience.

What you'll do

• 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.
• Communicate outages, major incidents, and service impacts to internal stakeholders.
• 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.

Required Qualifications

• 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.
• 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).

Preferred 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.

Concept Plus is an Equal Opportunity Employer. As such, 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.