Service Desk Lead - Drive SLA Performance & Growth

Concept Plus LLC; Springfield (VA); Hybrid; USD 85,000 - 110,000; 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 services for internal users and client populations. You will coordinate across call center, Tier 1, and Tier 2 teams to maintain service levels and deliver an excellent customer experience.

The role focuses on leading staff, monitoring SLAs, and driving improvements in performance and incident management within a fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 5+ years of technical or leadership experience in a service desk, contact center, or managed support environment.
• Experience managing SLAs and service desk performance metrics.
• DoD 8140 IAT Level I (A+ CE, Network+ CE, or equivalent; must 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 for timely issue resolution.
• Provide regular KPI and performance reporting to DAU leadership.
• Manage escalations and assist with complex issues while routing incidents properly.
• Maintain and enhance service desk procedures, SOPs, and knowledge articles for first‑contact resolution.
• Communicate outages, major incidents, and service impacts to internal stakeholders.
• Analyze service trends to identify training needs, process improvements, and customer experience enhancements.
• Collaborate with internal teams, vendors, and partners to meet operational requirements.
• Support quality management efforts and adherence to performance benchmarks.

Skills

Leadership

Customer service

Communication

Mentoring

Problem solving

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Remedy

Microsoft 365

Okta

ACD/IVR

Job description

Concept Plus LLC is seeking a Service Desk Lead to oversee daily operations of customer-facing IT and call center support services for internal users and client populations. You will coordinate across call center, Tier 1, and Tier 2 teams to maintain service levels and deliver an excellent customer experience.

The role focuses on leading staff, monitoring SLAs, and driving improvements in performance and incident management within a fast-paced environment.