Call Center/Service Desk Lead

About this role

About the role Concept 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 Associates degree in Computer Science, Information Systems, or a related field.

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. Concept Plus is an Equal Opportunity Employer.