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Computer World Services Corp. (CWS) · 9 hours ago

Help Desk Specialist II Lead (CRS)

Washington, DC

Full-time

Onsite

Mid, Senior Level

$69K/yr - $81K/yr

4+ years exp

Computer World Services Corp. (CWS) is seeking a Help Desk Specialist II – Lead to serve as a senior technical and operational point of contact within the Help Desk team. The role involves providing advanced troubleshooting, leading daily service operations, mentoring staff, and ensuring high-quality customer service and incident management.

ComputerInformation TechnologySoftwareVirtual Reality

Senior Management

No H1B

Security Clearance Required

Responsibilities

Provide advanced troubleshooting for complex hardware, software, A/V, Windows OS, M365, email, printing, connectivity, and business applications

Serve as the primary escalation point for technicians and embedded support staff

Perform root-cause analysis and coordinate with additional groups as needed

Lead rapid response efforts during work stoppage events, performing triage, implementing workarounds, and directing staff assignments

Coordinate daily Help Desk operations, including queue monitoring, ticket assignment, and prioritization

Ensure proper coverage during core hours by managing schedules, absences, and backup support assignments

Mentor, coach, and train Help Desk Specialist I and II staff to improve technical proficiency and first-contact resolution rates

Oversee onboarding and continuous training for new help desk personnel

Provide feedback to management on staff performance, workload, and operational trends

Deliver concierge-style support for escalated incidents and requests, ensuring comprehensive follow-through across approvals, licensing, onboarding, and department interactions

Respond via multiple channels—phone, email, chat/IM, remote tools, Teams/Zoom, walk-ins, and onsite visits within offices

Maintain high customer satisfaction by communicating professionally, setting clear expectations, and providing proactive follow-up

Ensure tickets are accurately documented, categorized, updated, and resolved within SLA timeframes

Conduct quality reviews of tickets created by team members, ensuring clarity, completeness, and adherence to policy

Escalate system defects or suspected bugs through the Service Disruption Reporting process

Monitor the ticket queue to ensure timely response and resolution across all channels

Prepare, review, and contribute to daily and weekly metrics reports, including trends, aging incidents, and service quality indicators

Analyze recurring issues and recommend process improvements, knowledge base updates, and training needs

Assist with developing or enhancing help desk procedures, scripts, workflows, and documentation

Provide onsite coverage within divisions, ensuring immediate support during core hours

Monitor email, chat, and mobile device notifications while away from the desk

Respond to dynamically assigned priorities as staff self-determined urgency levels

Support conference room A/V equipment and other technologies

Qualification

Advanced troubleshootingCustomer serviceIncident managementITIL certification v4Team leadershipQuality assuranceMetricsRoot-cause analysisContinuous improvement