Tier 1 Help Desk Lead: People-First Tech Leadership
NuAxis Innovations
NuAxis Innovations in Washington, DC is seeking a highly motivated Tier 1 Help Desk Lead to oversee the WMATA Tier 1 Service Desk. This leadership role manages a team handling about 7,000 calls per month, ensuring exceptional customer service, adherence to procedures, and strong first-call resolution. You will develop staffing plans, monitor KPIs such as ASA, CSAT, FCR, and SLA, coach technicians, coordinate with Tier 2, and drive continuous improvement in a fast-paced federal IT environment. #J-18808-Ljbffr NuAxis Innovations
Vacancy posted 5 days ago
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