Service Desk Lead

Concept Plus, LLC; San Diego (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Concept Plus is seeking a Service Desk Lead to oversee daily operations of customer-facing IT and call center support services. You will coordinate activities across call center, Tier 1, and Tier 2 teams to maintain service levels and deliver excellent customer experiences.

You will lead staff, monitor performance, and collaborate with customers and leadership to drive improvements while ensuring high-quality support for internal users and client populations.

Qualifications

• Requires a bachelor’s degree or equivalent experience in a related field.
• 5+ years of technical or leadership experience in service desk, contact center, or managed support.
• ITIL 4 Foundations preferred and strong SLA management experience.
• Dod 8140 IAT Level I (A+ CE, Network+ CE, or equivalent) required or must be obtained within 6 months.

Responsibilities

• Lead and mentor service desk staff to improve customer service, efficiency, and technical capability.
• Monitor ticket queues, call volume, staffing, and SLA performance for timely resolution.
• Provide KPI and performance reporting to DAU leadership.
• Manage escalations and route incidents and service requests appropriately.
• Maintain and enhance service desk SOPs and knowledge articles for first-contact resolution.
• Communicate outages, incidents, and service impacts to stakeholders.
• Analyze trends to identify training needs and process improvements.
• Collaborate with internal teams, vendors, and partners to meet operational requirements.
• Support quality management and adherence to performance benchmarks.

Skills

Leadership

Customer service focus

SLA management

Team coaching

Problem solving

Education

Bachelor’s degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Remedy

ACD/IVR

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.

For more information, visit www.conceptplus.com.

About The Role

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.
• 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).

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.