服务台负责人
Service Desk Lead
Concept Plus 是一家以使命为导向的技术解决方案提供商，将IT概念转化为对联邦机构有影响力的解决方案。公司总部位于弗吉尼亚州费尔法克斯，我们结合了小型企业的敏捷性、响应速度和客户亲密度，以及大型公司的质量和基础设施。
作为屡获殊荣的Oracle合作伙伴，我们在国防、情报、民用、医疗IT和原住民领域提供了创新解决方案。我们经验丰富的认证专家构建的系统能够提高效率、加速现代化，并确保任务成果的确定性。
我们提供具有竞争力的薪酬、全面的健康、牙科和视力保险、带薪人寿保险、带薪休假、11天带薪节假日、绩效奖金、学费报销、无限培训机会，并提供在一个协作、灵活和创新的环境中发展的机会。
有关更多信息，请访问 。
关于该职位
Concept Plus 正在寻找一名服务台主管，负责监督面向客户的IT和呼叫中心支持服务的日常运营。该职位确保为内部用户和客户群体提供一致的高质量支持，同时协调呼叫中心、一级和支持团队的活动。主管与Concept Plus和客户领导密切合作，以保持服务水平、支持任务需求并提供卓越的客户体验。
您将负责
- 领导和指导服务台员工，以提升客户服务、运营效率和技术能力。
- 监控工单队列、通话量、人员排班和SLA表现，以确保及时解决问题。
- 向DAU领导定期提供KPI和绩效报告。
- 管理升级问题，协助处理复杂问题，并确保事件和服务请求的正确路由。
- 维护和改进服务台流程、标准操作程序和知识文章，以支持首次接触解决。
- 向内部利益相关者通报停机、重大事件和服务影响。
- 分析服务趋势，识别培训需求、流程改进和加强客户体验的机会。
- 与内部团队、供应商和合作伙伴协作，解决运营需求。
- 支持质量管理努力，并确保遵守既定的绩效基准。
所需资格
- 计算机科学、信息系统或相关领域的学士学位，或等同学历
查看英文原文
About Concept Plus
Concept Plus is a mission-focused technology solutions provider that transforms IT concepts into impactful solutions for federal agencies. Headquartered in Fairfax, VA, we bring the agility, responsiveness, and customer intimacy of a small business combined with the quality and infrastructure of a larger firm.
Recognized as an award-winning Oracle partner, we have delivered innovative solutions across Defense, Intelligence, Civilian, Health IT, and Tribal sectors. Our highly certified experts build systems that drive efficiency, accelerate modernization, and ensure mission outcomes with certainty.
We offer competitive pay, comprehensive health, dental, and vision insurance, paid life insurance, paid time off, 11 paid holidays, performance bonuses, tuition reimbursement, unlimited training, and the opportunity to thrive in a collaborative, flexible, and innovative environment.
For more information, visit .
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
- 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.
Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.
Originally posted on Himalayas