Service Desk Lead: Elevate IT Support & Team Performance

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

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.