The Role
Leads daily help desk operations while continuing to provide hands-on technical support. Supervises staff, monitors tickets and service levels, coordinates staffing, manages escalations, reviews timesheets, supports onboarding, and prepares weekly operational reports. Troubleshoots hardware, software, email, directory services, and desktop application issues while promoting accountability, collaboration, and continuous improvement.
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Job SummaryThe Lead Help Desk Specialist is a working lead position responsible for performing all duties and responsibilities of a Help Desk Specialist while assuming additional team leadership and administrative responsibilities. This role does not replace or reduce the incumbent's existing help desk support responsibilities.
The Lead Help Desk Specialist is expected to continue providing phone and in-person customer support, troubleshooting technical issues, managing ticket workload, and meeting all Help Desk Specialist performance expectations while also providing day-to-day leadership, oversight, workforce accountability, reporting, and coordination for the help desk team. The position serves as the primary liaison between the help desk staff and program leadership, ensuring operational excellence, service quality, and team performance.
The Lead Help Desk Specialist is first and foremost a Help Desk Specialist and is expected to perform all standard duties of that position. The lead designation adds supervisory, coordination, reporting, and team management responsibilities in addition to, not in place of, normal help desk duties.Key ResponsibilitiesTeam Leadership & Supervision
The role may also require:
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.
Job SummaryThe Lead Help Desk Specialist is a working lead position responsible for performing all duties and responsibilities of a Help Desk Specialist while assuming additional team leadership and administrative responsibilities. This role does not replace or reduce the incumbent's existing help desk support responsibilities.
The Lead Help Desk Specialist is expected to continue providing phone and in-person customer support, troubleshooting technical issues, managing ticket workload, and meeting all Help Desk Specialist performance expectations while also providing day-to-day leadership, oversight, workforce accountability, reporting, and coordination for the help desk team. The position serves as the primary liaison between the help desk staff and program leadership, ensuring operational excellence, service quality, and team performance.
The Lead Help Desk Specialist is first and foremost a Help Desk Specialist and is expected to perform all standard duties of that position. The lead designation adds supervisory, coordination, reporting, and team management responsibilities in addition to, not in place of, normal help desk duties.Key ResponsibilitiesTeam Leadership & Supervision
- Provide day-to-day leadership, guidance, and direction to help desk personnel.
- Monitor team productivity, workload, and availability to ensure operational expectations are met.
- Deliver coaching, mentoring, and performance feedback to team members.
- Foster accountability, collaboration, and continuous improvement within the team.
- Support onboarding, training, and professional development efforts.
- Perform all standard Help Desk Specialist duties while serving as the team lead.
- Oversee daily phone and in-person support operations.
- Support the resolution of technical issues involving hardware, software, email, directories, and desktop applications.
- Monitor ticket activity, workload distribution, priority issues, and escalations.
- Ensure timely and effective customer support and issue resolution.
- Oversee timely and accurate timesheet submission and administrative requirements.
- Track schedules, attendance, leave requests, and workforce accountability.
- Prepare and submit a weekly activity report to the Program Manager detailing ticket activity, workload status, operational accomplishments, issues, risks, and personnel availability.
- Address attendance, productivity, and compliance concerns promptly and professionally.
- Monitor team performance against established service levels and operational metrics.
- Identify process improvement opportunities and implement best practices.
- Promote knowledge sharing and cross-training among team members.
- Provide leadership visibility into team performance, challenges, and operational risks.
- Perform all duties and responsibilities of a Help Desk Specialist.
- Monitor and review team check-in reports to ensure visibility into ticket activity, workload distribution, accomplishments, and personnel availability.
- Review timesheets and follow up on missing or late submissions.
- Coordinate staffing and shift coverage to maintain uninterrupted support operations.
- Escalate complex or high-priority technical and operational issues as appropriate.
- Develop and provide weekly activity reports to the Program Manager summarizing ticket metrics, support activity, team accomplishments, operational concerns, and staff availability.
- Support onboarding and integration of new team members.
- Maintain service-level expectations and drive adherence to established procedures.
- Promote communication, coordination, and collaboration among team members and stakeholders.
- Seven (7) or more years of Help Desk, Service Desk, or IT support experience.
- Demonstrated leadership or supervisory experience within a technical support environment.
- CompTIA Security+ certification, MCSA certification, or equivalent credential.
- Strong knowledge of Windows operating systems, desktop applications, email systems, and directory services.
- Excellent customer service, communication, organizational, and problem-solving skills.
- Experience supporting DoD, DISA, DES, or other federal IT environments.
- Active Secret Clearance; Top Secret Clearance preferred.
- Experience managing help desk metrics and workforce accountability processes.
- Experience leading technical teams in a customer support environment.
- Ability to work onsite in Arlington, VA.
- The Lead Help Desk Specialist is successful when:
- The Lead continues to successfully perform all core Help Desk Specialist responsibilities while effectively managing additional leadership duties.
- Team productivity, ticket queues, staffing coverage, and customer service performance are actively monitored and managed.
- The Program Manager receives timely, accurate weekly activity reports providing visibility into ticket activity, operational performance, workforce availability, and emerging issues.
- Administrative requirements, including timesheets and workforce accountability measures, are completed accurately and on time.
- Service levels and customer satisfaction expectations are consistently achieved.
- The help desk team is viewed as responsive, accountable, collaborative, and operationally effective.
The role may also require:
- Frequent use of a computer, including typing and viewing multiple monitors for extended durations (up to 6–8 hours per day).
- Occasional standing, walking, and moving between work areas.
- Occasional lifting, carrying, or moving of equipment weighing up to 25 pounds (e.g., laptops, monitors, or peripherals).
- Visual ability to read screens, documents, and system outputs with or without corrective lenses.
- Ability to bend, stoop, or reach as needed to set up or troubleshoot equipment.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!
- Customer Experience: Strive for excellence and delight our clients
- Innovation: Embrace creative thinking to enable continual growth and powerful solutions
- Accountability: Take ownership of and pride in our actions and service delivery
- Inspire: Be inspired to be your best self and have fun in the process
- Integrity: Do the right thing, the right way, every time!
- Stewardship: The careful and responsible management of something entrusted to our care.
All qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.
Skills Required
- Seven or more years of Help Desk, Service Desk, or IT support experience
- Leadership or supervisory experience within a technical support environment
- CompTIA Security+, MCSA, or equivalent credential
- Strong knowledge of Windows operating systems, desktop applications, email systems, and directory services
- Excellent customer service, communication, organizational, and problem-solving skills
- Experience supporting DoD, DISA, DES, or other federal IT environments
- Active Secret Clearance; Top Secret Clearance preferred
- Experience managing help desk metrics and workforce accountability processes
- Experience leading technical teams in a customer support environment
- Ability to work onsite in Arlington, Virginia
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The Company
What We Do
JCS is a premier technology firm specializing in enterprise-wide capabilities, digital transformation, software solutions, and IT services. We hold contracts in support of federal, state, and local government organizations in addition to assisting industry leaders in the private sector. Vision: Elevate the customer, the employee, and the community Mission: Delivering superior, mission-focused technology solutions to empower our clients. Our Services: • IT Services & Solutions • Cyber Security • Advanced Data Analytics • Health IT • Professional Services • Digital Transformation • Partner Network and Technology Certifications JCS is an 8(a) Certified Small Business, Economically Disadvantaged Woman-Owned Small Business (EDWOSB), Minority-Owned Small Business (MOSB), and Small Disadvantaged Business (SDB) based out of the Washington D.C. Metropolitan area. JCS is ISO 9001:2015, ISO/IEC 20000-1: 2018, ISO/IEC 27000: 2013 certified and appraised at CMMI Level 3 for both Development and Services. JCS is a Microsoft Gold and ServiceNow Premium partner. We are also certified as a “Great Place to Work.”
