Tier 1 Help Desk Lead
NuAxis Innovations
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Job summary
NuAxis Innovations in Washington, DC is seeking a highly motivated Tier 1 Help Desk Lead to oversee the WMATA Tier 1 Service Desk. This leadership role manages a team handling about 7,000 calls per month, ensuring exceptional customer service, adherence to procedures, and strong first-call resolution.
You will develop staffing plans, monitor KPIs such as ASA, CSAT, FCR, and SLA, coach technicians, coordinate with Tier 2, and drive continuous improvement in a fast-paced federal IT environment.
Qualifications
- 3-5 years of experience leading a Help Desk or Service Desk team.
Responsibilities
- Oversee daily Tier 1 Help Desk operations for WMATA, ~7,000 monthly calls.
- Coach and develop Tier 1 staff to improve FCR and SLA metrics.
- Monitor KPIs such as ASA, CSAT, FCR, and ticket quality.
Skills
Education
Tools
Job description
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Tier 1 Help Desk Lead for a full-timeposition.
We are seeking a highly motivated and experienced Tier 1 Help Desk Lead to oversee the daily operations of the WMATA Tier 1 Service Desk. This leadership role is responsible for managing a team of Help Desk Technicians supporting a high-volume environment handling approximately 7,000 calls per month. The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives. The successful candidate will focus on workforce management, employee development, quality assurance, first-call resolution, and operational efficiency while serving as the primary escalation point for Tier 1 support issues. This individual will work closely with Service Delivery leadership and Tier 2 support teams to ensure a seamless customer experience and continuous service improvement.
- Lead and manage the daily operations of the Tier 1 Help Desk supporting WMATA users.
- Oversee a monthly call volume of approximately 7,000 inbound support calls while maintaining service level targets.
- Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day.
- Develop and manage technician schedules to ensure adequate coverage across all business hours and support channels.
- Ensure customer contacts are handled professionally, efficiently, and in accordance with established service desk procedures.
- Drive high levels of First Call Resolution (FCR) through coaching, knowledge management, and process improvement.
- Monitor ticket creation, categorization, documentation quality, and escalation practices.
- Review escalated incidents to ensure Tier 1 troubleshooting procedures and scripts were properly followed before transfer to Tier 2.
- Coordinate response during service disruptions and major incidents affecting end users.
- Create and maintain staffing schedules that align with forecasted call volumes and business requirements.
- Monitor adherence to schedules, attendance, and productivity metrics.
- Conduct regular call monitoring sessions to evaluate customer service quality, technical troubleshooting, and script compliance.
- Ensure technicians consistently follow approved troubleshooting procedures, call scripts, and knowledge articles.
- Implement performance improvement plans and coaching programs as necessary.
- Establish and track key performance indicators (KPIs), including:
- Average Speed of Answer (ASA)
- Call Abandonment Rate
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Ticket Quality Scores
- Agent Utilization
- SLA Compliance
- Identify trends impacting service quality and recommend corrective actions.
- Lead, coach, mentor, and develop Tier 1 Help Desk technicians.
- Conduct regular one-on-one meetings, team huddles, and performance reviews.
- Foster a customer-focused culture emphasizing accountability, responsiveness, and continuous improvement.
- Support hiring, onboarding, training, and retention efforts.
- Develop training plans to improve technical troubleshooting skills and customer service effectiveness.
- Serve as the primary escalation resource for Tier 1 staff.
- Recognize high performance and create development opportunities for team members.
- Analyze service desk metrics, call trends, and recurring issues to identify opportunities for improvement.
- Collaborate with Tier 2, Infrastructure, Network, Applications, Endpoint Services, and other IT groups to improve end-user support processes.
- Maintain and improve knowledge base articles, troubleshooting guides, and standard operating procedures.
- Prepare weekly and monthly operational reports for leadership, including:
- Call Volume Trends
- Service Level Performance
- First Call Resolution Metrics
- Escalation Analysis
- Customer Satisfaction Scores
- Staffing and Scheduling Metrics
- Recommend process enhancements that improve customer experience, reduce call volume, and increase operational efficiency.
- 3-5 years of experience leading, supervising, or managing a Help Desk, Service Desk, or Contact Center team.
- Experience managing high-volume customer support operations.
- Demonstrated success leading teams focused on customer service, productivity, and performance metrics.
- Strong understanding of ITIL principles and service management best practices.
- Experience monitoring and improving call center KPIs, including service levels and first-call resolution.
- Proficiency with:
- Microsoft Windows 10/11
- Microsoft 365
- Active Directory
- Azure AD / Entra ID
- Microsoft Intune
- Experience using enterprise ITSM solutions such as:
- ServiceNow
- BMC Remedy
- Strong analytical, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- ITIL v4 Foundation Certification
- Microsoft Office Specialist (MOS)
- HDI Support Center Team Lead, HDI Customer Service Representative, or equivalent Service Desk certification
- Bachelor's degree in Information Technology, Information Systems, Business Management, or a related field (or equivalent experience).
- Experience supporting public-sector, transportation, or large enterprise organizations.
- Experience using ServiceNow reporting and performance dashboards.
- Workforce Management (WFM) or Contact Center leadership experience.
- Advanced ITIL certifications or HDI leadership certifications.
- Strong customer-first mindset focused on delivering exceptional support experiences.
- Results-oriented leader who uses metrics and data to drive performance improvements.
- Ability to manage competing priorities in a fast-paced, high-volume environment.
- Effective coach and mentor committed to employee growth and development.
- Strong communicator capable of building relationships across technical and business teams.
- Collaborative leader who promotes accountability, transparency, and continuous improvement.
The Tier 1 Help Desk Lead will be evaluated on:
- Service Level Achievement
- Call Wait Time Reduction
- First Call Resolution Rate
- Customer Satisfaction Scores
- Schedule Adherence
- Quality Assurance Scores
- Technician Productivity
- Ticket Documentation Quality
- Employee Retention and Development
- Escalation Reduction and Operational Efficiency
We are an IT company with a unique mission - to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture! #NAI #DICE
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