The Role
The Help Desk Specialist II - Lead provides technical support, oversees help desk operations, mentors staff, and ensures quality service delivery while managing complex incidents and customer escalations.
Summary Generated by Built In
Job Description
The Help Desk Specialist II – Lead serves as a senior technical and operational point of contact within the Help Desk team, providing support while leading day-to-day service operations. This role coordinates workflow, mentors staff, oversees ticket quality, and ensures that incidents, service requests, and escalations are handled efficiently and in compliance with SLAs, policies, and CRS-specific support requirements. The Help Desk Specialist II – Lead provides concierge-level customer service, advanced troubleshooting, and acts as a rapid response resource during high-priority incidents or outages. This role also supports reporting, quality assurance, and continuous improvement of help desk processes.
Key Tasks & Responsibilities
- Technical Expertise & Escalation
- Provide advanced troubleshooting for complex hardware, software, A/V, Windows OS, M365, email, printing, connectivity, and business applications.
- Serve as the primary escalation point for technicians and embedded support staff.
- Perform root-cause analysis and coordinate with additional groups as needed.
- Lead rapid response efforts during work stoppage events, performing triage, implementing workarounds, and directing staff assignments.
- Team Leadership & Operational Oversight
- Coordinate daily Help Desk operations, including queue monitoring, ticket assignment, and prioritization.
- Ensure proper coverage during core hours by managing schedules, absences, and backup support assignments.
- Mentor, coach, and train Help Desk Specialist I and II staff to improve technical proficiency and first-contact resolution rates.
- Oversee onboarding and continuous training for new help desk personnel.
- Provide feedback to management on staff performance, workload, and operational trends.
- Customer Service & User Engagement
- Deliver concierge-style support for escalated incidents and requests, ensuring comprehensive follow-through across approvals, licensing, onboarding, and department interactions.
- Respond via multiple channels—phone, email, chat/IM, remote tools, Teams/Zoom, walk-ins, and onsite visits within offices.
- Maintain high customer satisfaction by communicating professionally, setting clear expectations, and providing proactive follow-up.
- Incident Management, Documentation & Quality Assurance
- Ensure tickets are accurately documented, categorized, updated, and resolved within SLA timeframes.
- Conduct quality reviews of tickets created by team members, ensuring clarity, completeness, and adherence to policy.
- Escalate system defects or suspected bugs through the Service Disruption Reporting process.
- Monitor the ticket queue to ensure timely response and resolution across all channels.
- Reporting, Metrics & Continuous Improvement
- Prepare, review, and contribute to daily and weekly metrics reports, including trends, aging incidents, and service quality indicators.
- Analyze recurring issues and recommend process improvements, knowledge base updates, and training needs.
- Assist with developing or enhancing help desk procedures, scripts, workflows, and documentation.
- Provide onsite coverage within divisions, ensuring immediate support during core hours.
- Monitor email, chat, and mobile device notifications while away from the desk.
- Respond to dynamically assigned priorities as staff self-determined urgency levels.
- Support conference room A/V equipment and other technologies.
Embedded Support Responsibilities
Education & Experience
- Minimum General Experience
- Minimum of four to five (4-5) years in customer service or technical support operations
- Minimum Education
- High School Diploma
Certifications
- ITIL certification v4 preferred.
Security Clearance
- Ability to obtain Public Trust clearance.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- Onsite at customer location
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
Skills Required
- 4-5 years in customer service or technical support operations
- High School Diploma
- ITIL certification v4
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The Company
What We Do
Computer World Services Corp. (CWS) is a provider of enterprise-wide IT solutions, digital transformation, and process optimization services. With over 30 years of experience, the company serves both Defense and Civilian federal government customers, focusing on delivering quality, value, and technological innovation. They are recognized for their consistent performance and high ratings in federal programs, maintaining a commitment to integrity and excellence in their service delivery.
