Tier 1 Help Desk Lead

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Tier 1 Help Desk Lead for a full-time position.

Job Summary:

We are seeking a highly motivated and experienced Tier 1 Help Desk Lead to oversee the daily operations of the WMATA Tier 1 Service Desk. This leadership role is responsible for managing a team of Help Desk Technicians supporting a high-volume environment handling approximately 7,000 calls per month. The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives. The successful candidate will focus on workforce management, employee development, quality assurance, first-call resolution, and operational efficiency while serving as the primary escalation point for Tier 1 support issues. This individual will work closely with Service Delivery leadership and Tier 2 support teams to ensure a seamless customer experience and continuous service improvement.

Essential Functions

Service Desk Operations

• Lead and manage the daily operations of the Tier 1 Help Desk supporting WMATA users.
• Oversee a monthly call volume of approximately 7,000 inbound support calls while maintaining service level targets.
• Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day.
• Develop and manage technician schedules to ensure adequate coverage across all business hours and support channels.
• Ensure customer contacts are handled professionally, efficiently, and in accordance with established service desk procedures.
• Drive high levels of First Call Resolution (FCR) through coaching, knowledge management, and process improvement.
• Monitor ticket creation, categorization, documentation quality, and escalation practices.
• Review escalated incidents to ensure Tier 1 troubleshooting procedures and scripts were properly followed before transfer to Tier 2.
• Coordinate response during service disruptions and major incidents affecting end users.

Workforce Management & Quality Assurance

• Create and maintain staffing schedules that align with forecasted call volumes and business requirements.
• Monitor adherence to schedules, attendance, and productivity metrics.
• Conduct regular call monitoring sessions to evaluate customer service quality, technical troubleshooting, and script compliance.
• Ensure technicians consistently follow approved troubleshooting procedures, call scripts, and knowledge articles.
• Implement performance improvement plans and coaching programs as necessary.
• Establish and track key performance indicators (KPIs), including:
  • Average Speed of Answer (ASA)
  • Call Abandonment Rate
  • First Call Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Ticket Quality Scores
  • Agent Utilization
  • SLA Compliance
• Identify trends impacting service quality and recommend corrective actions.

Leadership & Team Development

• Lead, coach, mentor, and develop Tier 1 Help Desk technicians.
• Conduct regular one-on-one meetings, team huddles, and performance reviews.
• Foster a customer-focused culture emphasizing accountability, responsiveness, and continuous improvement.
• Support hiring, onboarding, training, and retention efforts.
• Develop training plans to improve technical troubleshooting skills and customer service effectiveness.
• Serve as the primary escalation resource for Tier 1 staff.
• Recognize high performance and create development opportunities for team members.

Process Improvement & Reporting

• Analyze service desk metrics, call trends, and recurring issues to identify opportunities for improvement.
• Collaborate with Tier 2, Infrastructure, Network, Applications, Endpoint Services, and other IT groups to improve end-user support processes.
• Maintain and improve knowledge base articles, troubleshooting guides, and standard operating procedures.
• Prepare weekly and monthly operational reports for leadership, including:
  • Call Volume Trends
  • Service Level Performance
  • First Call Resolution Metrics
  • Escalation Analysis
  • Customer Satisfaction Scores
  • Staffing and Scheduling Metrics
• Recommend process enhancements that improve customer experience, reduce call volume, and increase operational efficiency.

Required Qualifications

• 3-5 years of experience leading, supervising, or managing a Help Desk, Service Desk, or Contact Center team.
• Experience managing high-volume customer support operations.
• Demonstrated success leading teams focused on customer service, productivity, and performance metrics.
• Strong understanding of ITIL principles and service management best practices.
• Experience monitoring and improving call center KPIs, including service levels and first-call resolution.
• Proficiency with:
  • Microsoft Windows 10/11
  • Microsoft 365
  • Active Directory
  • Azure AD / Entra ID
  • Microsoft Intune
• Experience using enterprise ITSM solutions such as:
  • ServiceNow
  • BMC Remedy
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.

Certifications (Required or Obtainable During Employment)

• ITIL v4 Foundation Certification
• Microsoft Office Specialist (MOS)
• HDI Support Center Team Lead, HDI Customer Service Representative, or equivalent Service Desk certification

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business Management, or a related field (or equivalent experience).
• Experience supporting public-sector, transportation, or large enterprise organizations.
• Experience using ServiceNow reporting and performance dashboards.
• Workforce Management (WFM) or Contact Center leadership experience.
• Advanced ITIL certifications or HDI leadership certifications.

Professional Attributes

• Strong customer-first mindset focused on delivering exceptional support experiences.
• Results-oriented leader who uses metrics and data to drive performance improvements.
• Ability to manage competing priorities in a fast-paced, high-volume environment.
• Effective coach and mentor committed to employee growth and development.
• Strong communicator capable of building relationships across technical and business teams.
• Collaborative leader who promotes accountability, transparency, and continuous improvement.

Success Measures for This Role

The Tier 1 Help Desk Lead will be evaluated on:

• Service Level Achievement
• Call Wait Time Reduction
• First Call Resolution Rate
• Customer Satisfaction Scores
• Schedule Adherence
• Quality Assurance Scores
• Technician Productivity
• Ticket Documentation Quality
• Employee Retention and Development
• Escalation Reduction and Operational Efficiency
  
  

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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