Help Desk Specialist 2 Lead - Crs
About the job
- Minimum of four to five (4-5) years in customer service or technical support operations
- High School Diploma
- Ability to obtain Public Trust clearance
- Onsite at customer location
- 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.
- ITIL certification v4 preferred.
- Other desirable credentials or experience not explicitly listed in the job description
About the company
Computer World Services provides IT services and support to the Federal Government, focusing on mission-critical and enterprise needs. Its offerings include IT operations and maintenance, systems architecture and engineering, cloud solution services, agile software development, call center outsourcing, and cybersecurity. The company works by delivering a range of services through a staff of 400+ across 20+ federal customers worldwide, pairing hands-on operations with engineering, cloud, and security capabilities to meet government missions. It differentiates itself through formal quality and process certifications (ISO 9001:2015 and CMMI-DEV Level 3) and a track record of ongoing process improvement. The company’s goal is to provide reliable, secure, and scalable IT support and development to federal agencies, ensuring mission success and continual performance improvement.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Falls Church, Virginia
Founded
1990
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Simplify's Take
What believers are saying
- AMIC extended CWS's $213.3 million Air Force cyberspace contract through October 2, 2031.
- CWS won a $19.8 million Integrated Air Force Network Operations and Services award in April 2026.
- FY2026 YTD obligations reached $40.8 million across 30 actions, signaling active capture.
What critics are saying
- CWS's GSA MAS period ends September 15, 2026, forcing recompete pressure.
- GAO protest B-424228 remains open through November 12, 2026, risking DFAS revenue.
- Air Force concentration and bid protests expose CWS to contract loss and shrinkage.
What makes Computer World Services unique
- CWS holds GSA MAS, OASIS+, ITES-3S, and CIO-SP3 vehicles across 2026.
- It serves 20-plus federal customers globally with ISO 9001 and CMMI-DEV Level 3.
- Its Air Force network operations and cybersecurity work sits inside mission-critical systems.
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Benefits
Hybrid Work Options
Company News
CWS at TechNet Augusta 2025 - advancing Army readiness through technology.
Computer World Services wins $213M contract for Air Force Information Network Operations support.