Help Desk Specialist 1 Shift Lead - Copyright

Salary Range: 55000 to 65000 (Currency: USD) (Pay period: per-year-salary)

Key Tasks & Responsibilities

• Providing advanced support and serving as the first escalation point for complex or sensitive customer issues.
• Monitoring ticket queues to ensure proper categorization, prioritization, assignment, and timely handling of all incidents and requests.
• Reviewing tickets for quality and completeness, ensuring accurate troubleshooting steps, documentation, and customer communication.
• Assisting with onboarding, training, and coaching of Help Desk Specialists I, including reinforcing procedures, scripts, escalation processes, and customer service standards.
• Supporting the Help Desk Supervisor in tracking team performance, identifying trends, and recommending process improvements.
• Coordinating daily workload distribution, ensuring adequate coverage for all communication channels (phone, email, online forms).
• Acting as shift lead or primary point of contact in the absence of the Help Desk Supervisor.
• Assisting with the development and maintenance of procedures, scripts, FAQs, and knowledge base articles.
• Monitoring customer satisfaction feedback and assisting with corrective actions or follow-up communications.
• Ensuring all incidents are properly logged, categorized, researched, and escalated following policies and established service disruption processes.
• Lead performs all duties while ensuring quality, timeliness, and proper escalation across the team.
• Support 24/7/365 operations by coordinating shift assignments and ensuring continuous coverage.
• Validate the accuracy of escalations to development teams and product owners, especially potential bugs or defects.
• Assist in preparing and reviewing daily statistical reports and verifying data accuracy prior to submission.
• Lead the review of customer satisfaction survey results and quality assurance findings, identifying root causes and recommending improvement actions.
• Prepare or contribute to weekly QA reports that include analysis of unresolved tickets, negative survey results, and systemic issues.

Education & Experience

• Minimum General Experience
• Two to four (2-4) years of customer service or IT support experience, including prior Service Desk or Contact Center experience.
• Leadership or senior technician experience is preferred.
• Minimum Education
• High School Diploma.

Certifications

• ITIL certification v4 preferred.

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Onsite at customer location