Conceptplus
Service Desk Lead
Fort Belvoir, VA
Sponsorship not specifiedDetected 1 day ago
Customer SupportLeadershipCommunicationCollaborationProblem Solving
About the role
- Concept Plus is seeking a Service Desk Lead to oversee daily operations of customer -facing IT and call center support services.
Responsibilities
- Lead and mentor service desk staff to improve customer service, operational efficiency, and technical capability.
- 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.
- Collaborate with internal teams, vendors, and partners to address operational requirements.
- Support quality management efforts and ensure adherence to established performance benchmarks.
- 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.
- Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.
- About the role Concept Plus is seeking a Service Desk Lead to oversee daily operations of customer -facing IT and call center support services.
- Leads work closely with Concept Plus and customer leadership to maintain service levels, support mission needs, and deliver an excellent customer experience.
- 5+ years of technical or leadership experience in a service desk, contact center, or managed support environment.
Requirements
- Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent experience.
- Required Qualifications Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent experience.
Nice to have
- 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.
- Concept Plus is an Equal Opportunity Employer.
- ITIL 4 Foundations preferred.
Benefits
- Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors.
Equal opportunity
- Equal Opportunity Employer.
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This listing is sourced directly from Conceptplus's careers page and normalized into a canonical job model.