Help Desk / IT Support Lead-4199592

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

Benefits offered by this job

Health care

401K

Parental leave

Training budget

Job summary

TCG, a B Corp government contractor, seeks a Help Desk / IT Support Lead for a high-profile Federal agency project in Washington, DC. Lead, mentor, and escalate complex Tier 1/2 issues, manage shifts, analyze KPIs, and standardize workflows while delivering excellent customer service.

US Citizenship and the ability to pass a Federal clearance check are required; onsite five days a week. Experience with Jira Service Management or Remedy, training staff, and collaborating with Federal stakeholders

Qualifications

• Minimum 2 years of customer service experience supporting web applications or IT activities.
• Minimum 1 year of experience troubleshooting hardware and software on PCs, web conferencing tools, and mobile devices.
• Experience using a support desk ticketing system (e.g., Jira Service Management or Remedy).
• Excellent written and verbal communication skills.
• Ability to learn quickly and explain technical issues clearly.

Responsibilities

• Lead, mentor, and guide the help desk team to maintain high service standards.
• Escalate complex Tier 1/2 tickets and coordinate with vendors as needed.
• Oversee shift coverage to ensure continuous Federal client support.
• Analyze tickets and KPIs to identify recurring issues and improvements.
• Standardize workflows, Knowledge Base articles, and SOPs.
• Serve as liaison between help desk and Federal stakeholders.
• Provide user support in person, by phone, or email, and troubleshoot hardware, software, and network issues.
• Document incidents and resolutions in the ticketing system.
• Maintain user accounts and access rights; perform password resets.

Skills

Customer service

Communication skills

Analytical thinking

Problem solving

Time management

Fast-paced environment

Adaptability

Education

Bachelor's degree

Tools

Jira Service Management

Remedy

Microsoft Office

Outlook

Windows OS

Web conferencing tools

Job description

You've stumbled upon the rare B Corp government contractor! At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We're an award-winning IT solutions provider to the Federal government seeking a Help Desk / IT Support Lead to join our team on a high-profile project at a Federal agency.

This Help Desk/IT Support Lead is responsible for an IT support team providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality customer service.

US Citizenship and the ability to pass a Federal government clearance check are required for this position.

This position will be onsite in Washington, DC five days a week.

RESPONSIBILITIES

• Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, technical troubleshooting, and ticketing accuracy
• Act as the senior escalation point for complex or unresolved Tier 1/2 hardware, software, and network support tickets
• Oversee shift and weekend/holiday coverage schedules to ensure seamless, continuous support coverage for Federal client operations
• Analyze ticketing data and key performance indicators (KPIs) to identify recurring issues, bottle-necks, and opportunities for service delivery enhancement
• Standardize help desk workflows, Knowledge Base articles, and Standard Operating Procedures (SOPs) to streamline resolution times
• Serve as a primary technical liaison between the help desk team and Federal stakeholders
• Serve as the first point of contact for end-users seeking technical assistance in person, via phone, or email
• Diagnose and resolve hardware, software, network, and printer issues
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripheral equipment
• Escalate unresolved issues to appropriate teams or vendors as needed
• Document incidents, requests, and resolutions accurately in the ticketing system
• Maintain user accounts, password resets, and access rights following standard procedures
• Provide basic training and guidance to users on IT tools and best practices
• Collaborate with other IT staff to identify and implement process improvements
• Provide user support for a suite of collaboration, account management, and agency applications
• Help to maintain the structure and content of web applications
• Provide weekend and holiday morning check coverage on a rotational basis
• Work with users to develop new collaboration areas and recommend areas for client support/process improvement
• Recommend areas for client support/process improvement
• Troubleshoot application technical issues and submit bug reports and support records management
• Write and maintain user and technical documentation and develop training materials and courses

REQUIRED SKILLS

• A minimum of 2 years of customer service experience supporting web applications or information technology activities
• A minimum of 1 year of experience troubleshooting hardware and software issues on PCs, web conferencing tools, and mobile devices
• Experience using a support desk ticketing system such as Jira Service Management or Remedy and managing a queue of tickets
• Excellent grammar and spelling in written communication, and excellent verbal communication
• Ability to learn and contribute quickly to project requirements
• Ability to explain technical issues in a clear, non-technical manner
• Ability to prioritize and organize efforts in a fast-paced environment
• Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personality
• Comfortable working with high profile customers in a fast paced environment, ever evolving environment
• Basic knowledge of Microsoft Office applications to include a basic understanding of Microsoft Outlook, Word, and Excel

PREFERRED SKILLS

• Leadership experience through management or mentoring more junior team members
• Solid understanding of web and technology fundamentals
• Experience working with developers and application testing

EDUCATION

• Bachelor's degree in a relevant discipline (Computer Science, Mathematics, Information Technology or related preferred), 4 years of equivalent experience may be considered in lieu of a degree

TCG does not discriminate based on race, sex, color, religion, national origin, age, disability, caste, or veteran status.

Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget. There's more, see for yourself.

TCG is recognized for treating employees well, in fact, in 2025 The Washington Post named TCG as a "Top Workplace" for the eleventh straight year based on how our employees feel about the company, the benefits TCG offers, and the work/life balance that our staff achieves. In the Washington Post Top Workplace survey, our CEO was ranked best by TCG employees' votes among all midsize companies.

Try us ...- we'll make you happy.

Salary: $80,000-95,000 commensurate with experience as judged through the interview process.