Service Desk Lead

Posted Thursday, July 2, 2026 at 10:00 AM

Putting people first is at the heart of the Concert Properties story. We are deeply invested in improving the lives of the people who live and work in our communities, acknowledging that communities are more than just buildings. We focus on quality, consistency and sustainability, and our business is driven by warm, passionate people who embody a desire to help each of us feel more connected to one another.

We develop, own and manage rental apartments; develop condominium homes; and develop, acquire and manage industrial and office properties. Since 1989, we’ve grown to over $6.6 billion in assets under control.

The Service Desk Lead directly leads Concert's Service Desk Analysts and is responsible for the quality, consistency and continuous improvement of day-to-day IT service delivery. The role owns the day-to-day execution, team discipline, escalation quality and continuous improvement of service desk operations, while contributing to the broader Service Excellence maturity roadmap. This is a player-coach role combining direct team leadership with hands‑on involvement in incident resolution, SLA adherence and service improvement.

• Own the day-to-day execution of incident management — ensuring service desk tickets are triaged, prioritized, routed and resolved within defined SLA targets.
• Drive First Contact Resolution (FCR), ensuring incidents reported to the service desk are resolved during first interaction without escalation where appropriate and within defined SLA targets.
• Lead problem management discipline: identify recurring incident patterns, facilitate root cause analysis and drive resolution to prevent recurrence.
• Support change management processes — ensuring service desk awareness of upcoming changes, coordinating communications and capturing post‑change issues.
• Act as the service desk's primary champion for ITSM process adherence, ensuring ticket workflows, queues, SLAs and escalation paths are followed.
• Champion knowledge capture within Service Desk: create, curate, and maintain knowledge articles that enable self‑service resolution and reduce repeat contacts and in accordance with the knowledge standards.
• Ensure ticket data quality — accurate categorization, priority assignment and resolution notes — so that operational reporting is reliable and decision‑grade.
• Own escalation paths — ensuring that incidents requiring Tier 1/2/3 support are escalated clearly, with full context, to infrastructure, security or platform teams.
• Coordinate incident resolution with other teams on incidents that cross portfolio boundaries, maintaining ownership of the employee experience end‑to‑end.
• Act as the primary operational interface with external IT vendors and third‑party service providers to ensure prompt resolution of complex or warranty‑backed technical issues.

• Track, monitor, report and continuously improve the service desk SLA adherence.
• Contribute data and insights to the monthly Service Operations Review, providing clear, accurate operational health reporting to the senior leadership.
• Define, document and maintain Standard Operating Procedures (SOPs) for all service desk processes.
• Oversee and manage the physical and digital IT asset lifecycle, including inventory management, deployment logistics for remote/hybrid staff and hardware decommissioning.

• Lead and develop Concert's Service Desk Analysts, providing day‑to‑day coaching, performance guidance and structured development support.
• Set clear expectations for service quality, SLA adherence and professional conduct — and hold the team accountable with fairness and consistency.
• Foster a continuous improvement mindset within the team — encouraging analysts to identify inefficiencies, elevate patterns and contribute to process improvement.
• Contribute to analyst scheduling, on‑call rotation planning and coverage during absences or peak demand periods.

Please note this is a general description of the tasks and skills required. Additional responsibilities and duties may be required to successfully perform…