Lead Help Desk Specialist — Senior Support & Operations

Cwsc; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

Computer World Services seeks a Help Desk Specialist II – Lead to orchestrate daily operations, mentor staff, and safeguard SLA adherence across incidents, requests, and escalations at client sites.

You will deliver concierge‑level support, coordinate queue management, onsite coverage, and rapid response during high‑priority events while driving quality assurance, reporting, and continuous improvement of help desk processes with cross‑functional teams.

Qualifications

• Minimum four to five years in customer service or technical support operations.
• ITIL v4 certification is preferred.
• Onsite at customer location and able to obtain Public Trust clearance.

Responsibilities

• Provide advanced troubleshooting for hardware, software, Windows OS, M365, email, printing, connectivity, and business apps.
• Serve as primary escalation point for technicians and embedded staff.
• Lead rapid response during high-priority incidents or outages; triage and implement workarounds.
• Coordinate daily Help Desk operations: queue monitoring, ticket assignment, prioritization.
• Mentor Help Desk staff and oversee onboarding and training.

Skills

Advanced troubleshooting

Escalation management

Team leadership

Customer service

SLA compliance

Education

High School Diploma

ITIL v4 certification preferred

Job description

Computer World Services seeks a Help Desk Specialist II – Lead to orchestrate daily operations, mentor staff, and safeguard SLA adherence across incidents, requests, and escalations at client sites.

You will deliver concierge‑level support, coordinate queue management, onsite coverage, and rapid response during high‑priority events while driving quality assurance, reporting, and continuous improvement of help desk processes with cross‑functional teams.