Lead Help Desk Specialist - Senior IT Support & Mentorship

Cwsc; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Computer World Services seeks a Help Desk Specialist II - Lead to act as a senior technical and operational point of contact within the Help Desk team in Washington, DC. You will coordinate workflow, mentor staff, oversee ticket quality, and ensure incidents, service requests, and escalations meet SLAs and CRS requirements.

Responsibilities include leading rapid response during outages, managing daily operations, and providing onsite support while driving QA, reporting, and continuous

Qualifications

• 4–5 years in customer service or technical support operations.
• High School Diploma.
• ITIL v4 certification preferred.
• Ability to obtain Public Trust clearance.
• Onsite at customer location.

Responsibilities

• Lead daily Help Desk operations, monitor queues and assign tickets to staff.
• Mentor and coach junior staff to improve first-contact resolution.
• Oversee onboarding and training for new personnel.
• Provide concierge-level customer service during escalations and outages.
• Ensure tickets are documented and resolved within SLA.
• Contribute to reporting, process improvements, and knowledge base updates.

Skills

Customer service leadership

Technical support

Incident management

Communication

Mentoring

Education

High School Diploma

ITIL v4 certification preferred

Job description

Computer World Services seeks a Help Desk Specialist II - Lead to act as a senior technical and operational point of contact within the Help Desk team in Washington, DC. You will coordinate workflow, mentor staff, oversee ticket quality, and ensure incidents, service requests, and escalations meet SLAs and CRS requirements.

Responsibilities include leading rapid response during outages, managing daily operations, and providing onsite support while driving QA, reporting, and continuous