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Tier 1 Help Desk Lead: People-First Tech Leadership
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-08-16
Listing for:
NuAxis Innovations
Full Time
position Listed on 2026-08-16
Job specializations:
-
IT/Tech
HelpDesk/Support
Job Description & How to Apply Below
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.
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