Service Desk Lead - Elevate Support & SLA Excellence

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

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.