Service Desk Lead

Concept Plus, LLC; San Diego (CA); On-site; USD 105,000 - 145,000; Full time

Job summary

Concept Plus, LLC is seeking a Service Desk Lead to oversee daily operations of customer-facing IT and call center support, coordinating Tier 1 and Tier 2 teams to meet service levels and deliver an excellent customer experience.

You will mentor staff, monitor ticket queues and SLA performance, provide KPI reports to leadership, manage escalations, and improve SOPs and knowledge articles to support first-contact resolution.

Qualifications

• Bachelor’s degree in CS/IS or equivalent experience.
• 5+ years in service desk, call center, or managed support.
• ITIL 4 Foundations preferred.
• DoD 8140 IAT Level I (A+ CE, Network+ CE, or equivalent; 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

Customer service

ITIL Foundations

SLA management

Communication

Problem-solving

Education

Bachelor’s degree in CS/IS or related field

Tools

ServiceNow

Remedy

M365

Okta

ACD/IVR

Job description

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.