Concept Plus
Service Desk Lead
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 11h ago · Found 11h ago
First listed today.
Salary
Not stated
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Lead
Category
Other
This employer didn't state pay. Jobs like this usually pay around $170k–$250k a year, a typical range taken from 250 lead-level other roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote (United States)"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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 www.conceptplus.com .
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.
Requirements
- ·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).
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Concept Plus, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 11h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open other roles with comparable remote rules.
Free to apply, no account needed.
Typically $170k to $250k per year · You'll be taken to the employer's careers page.