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# Service Desk Lead

- **Company:** Concept Plus
- **Location:** United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Systems, Okta, Information Technology, Performance Monitor, Servicenow
- **Published:** June 10, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8966293/service-desk-lead

## About the Role

* 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.

## Description

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.


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