IT Support Lead — Federal Help Desk Mentor

TCG, Inc.; 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. is seeking a Help Desk / IT Support Lead to join our team on a high-profile Federal project in Washington, DC. The role demands strong technical background, superb customer service, and leadership to guide the help desk team.

Responsibilities include mentoring staff, handling escalations, ensuring continuous coverage, and standardizing processes. Candidates must meet citizenship and clearance requirements and be prepared to work onsite five days weekly.

Qualifications

• Minimum 2 years of customer service experience supporting web applications or IT activities.
• At least 1 year troubleshooting hardware and software on PCs, web conferencing tools, and mobile devices.
• Experience using a ticketing system (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.

Responsibilities

• Lead, mentor, and guide 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 KPIs to identify recurring issues, bottlenecks, and opportunities for service delivery enhancement.
• Standardize help desk workflows, Knowledge Base articles, and 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.

Skills

Customer service

Technical troubleshooting

Communication

Problem solving

Fast-paced adaptability

Education

Bachelor's degree

Tools

Jira Service Management

Remedy

Job description

TCG, Inc. is seeking a Help Desk / IT Support Lead to join our team on a high-profile Federal project in Washington, DC. The role demands strong technical background, superb customer service, and leadership to guide the help desk team.

Responsibilities include mentoring staff, handling escalations, ensuring continuous coverage, and standardizing processes. Candidates must meet citizenship and clearance requirements and be prepared to work onsite five days weekly.