About the roleConcept 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.
