Federal Help Desk Lead - IT Support & Mentoring

Humera; Washington (District of Columbia); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health care

401K

Parental leave

Adoption assistance

Financial planning services

Student loan repayment assistance

Training budget

Job summary

TCG, Inc. in Washington, DC is seeking a Help Desk / IT Support Lead to guide a fast-moving IT support team on a high-profile Federal project. Onsite five days a week, you will mentor staff, escalate complex issues, and drive service improvements.

Ideal candidates bring 2+ years of customer service in IT, strong communication, and hands-on troubleshooting of PCs, mobile devices, and apps, with experience in Jira Service Management or Remedy.

Qualifications

• Minimum 2 years of customer service experience supporting IT or web applications.
• At least 1 year troubleshooting hardware and software on PCs, mobile devices, and conferencing tools.
• Experience using a ticketing system and managing a queue.
• Strong written and spoken communication skills.

Responsibilities

• Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, troubleshooting, and ticketing accuracy.
• Act as the senior escalation point for complex Tier 1/2 hardware, software, and network issues.
• Oversee shift and weekend/holiday coverage to ensure continuous support for Federal client operations.
• Analyze ticketing data and KPIs to identify recurring issues and improvement opportunities.
• Standardize workflows, Knowledge Base articles, and SOPs to streamline resolutions.
• Serve as primary liaison between the help desk and Federal stakeholders.
• Provide user support in person, via phone, or email; diagnose and resolve hardware, software, network, and printer issues.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals.

Skills

Customer service

Ticketing systems

Technical troubleshooting

Effective communication

Problem-solving

Prioritization

Independent work

Documentation

Education

Bachelor's degree in Computer Science, Information Technology or related

Tools

Jira Service Management

Remedy

Job description

TCG, Inc. in Washington, DC is seeking a Help Desk / IT Support Lead to guide a fast-moving IT support team on a high-profile Federal project. Onsite five days a week, you will mentor staff, escalate complex issues, and drive service improvements.

Ideal candidates bring 2+ years of customer service in IT, strong communication, and hands-on troubleshooting of PCs, mobile devices, and apps, with experience in Jira Service Management or Remedy.