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Job SummaryThe Lead Help Desk Specialist is a working lead position responsible for performing all duties and responsibilities of a Help Desk Specialist while assuming additional team leadership and administrative responsibilities. This role does not replace or reduce the incumbent's existing help desk support responsibilities.
The Lead Help Desk Specialist is expected to continue providing phone and in-person customer support, troubleshooting technical issues, managing ticket workload, and meeting all Help Desk Specialist performance expectations while also providing day-to-day leadership, oversight, workforce accountability, reporting, and coordination for the help desk team. The position serves as the primary liaison between the help desk staff and program leadership, ensuring operational excellence, service quality, and team performance.
The Lead Help Desk Specialist is first and foremost a Help Desk Specialist and is expected to perform all standard duties of that position. The lead designation adds supervisory, coordination, reporting, and team management responsibilities in addition to, not in place of, normal help desk duties.
Key ResponsibilitiesTeam Leadership & Supervision- Provide day-to-day leadership, guidance, and direction to help desk personnel.
- Monitor team productivity, workload, and availability to ensure operational expectations are met.
- Deliver coaching, mentoring, and performance feedback to team members.
- Foster accountability, collaboration, and continuous improvement within the team.
- Support onboarding, training, and professional development efforts.
Help Desk Operations Oversight- Perform all standard Help Desk Specialist duties while serving as the team lead.
- Oversee daily phone and in-person support operations.
- Support the resolution of technical issues involving hardware, software, email, directories, and desktop applications.
- Monitor ticket activity, workload distribution, priority issues, and escalations.
- Ensure timely and effective customer support and issue resolution.
Administrative Compliance & Accountability- Oversee timely and accurate timesheet submission and administrative requirements.
- Track schedules, attendance, leave requests, and workforce accountability.
- Prepare and submit a weekly activity report to the Program Manager detailing ticket activity, workload status, operational accomplishments, issues, risks, and personnel availability.
- Address attendance, productivity, and compliance concerns promptly and professionally.
Performance Management & Continuous Improvement- Monitor team performance against established service levels and operational metrics.
- Identify process improvement opportunities and implement best practices.
- Promote knowledge sharing and cross-training among team members.
- Provide leadership visibility into team performance, challenges, and operational risks.
Essential Duties- Perform all duties and responsibilities of a Help Desk Specialist.
- Monitor and review team check-in reports to ensure visibility into ticket activity, workload distribution, accomplishments, and personnel availability.
- Review timesheets and follow up on missing or late submissions.
- Coordinate staffing and shift coverage to maintain uninterrupted support operations.
- Escalate complex or high-priority technical and operational issues as appropriate.
- Develop and provide weekly activity reports to the Program Manager summarizing ticket metrics, support activity, team accomplishments, operational concerns, and staff availability.
- Support onboarding and integration of new team members.
- Maintain service-level expectations and drive adherence to established procedures.
- Promote communication, coordination, and collaboration among team members and stakeholders.
Required Qualifications- Seven (7) or more years of Help Desk, Service Desk, or IT support experience.
- Demonstrated leadership or supervisory experience within a technical support environment.
- CompTIA Security+ certification, MCSA certification, or equivalent credential.
- Strong knowledge of Windows operating systems, desktop applications, email systems, and directory services.
- Excellent customer service, communication, organizational, and problem-solving skills.
Preferred Qualifications- Experience supporting DoD, DISA, DES, or other federal IT environments.
- Active Secret Clearance; Top Secret Clearance preferred.
- Experience managing help desk metrics and workforce accountability processes.
- Experience leading technical teams in a customer support environment.
- Ability to work onsite in Arlington, VA.
What Success Looks Like- The Lead Help Desk Specialist is successful when:
- The Lead continues to successfully perform all core Help Desk Specialist responsibilities while effectively managing additional leadership duties.
- Team productivity, ticket queues, staffing coverage, and customer service performance are actively monitored and managed.
- The Program Manager receives timely, accurate weekly activity reports providing visibility into ticket activity, operational performance, workforce availability, and emerging issues.
- Administrative requirements, including timesheets and workforce accountability measures, are completed accurately and on time.
- Service levels and customer satisfaction expectations are consistently achieved.
- The help desk team is viewed as responsive, accountable, collaborative, and operationally effective.
Physical RequirementsThis position is primarily sedentary and requires the ability to perform work at a computer workstation for extended periods. The employee is regularly required to sit, use hands and fingers to operate a computer keyboard and mouse, and communicate effectively verbally and in writing.
The role may also require:
- Frequent use of a computer, including typing and viewing multiple monitors for extended durations (up to 6-8 hours per day).
- Occasional standing, walking, and moving between work areas.
- Occasional lifting, carrying, or moving of equipment weighing up to 25 pounds (e.g., laptops, monitors, or peripherals).
- Visual ability to read screens, documents, and system outputs with or without corrective lenses.
- Ability to bend, stoop, or reach as needed to set up or troubleshoot equipment.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
JCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers' mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.
JCS is both a Great Place to Work and a Top Places to Work certified company.
Our employees embody our core values, and we are looking for others who do too!
- Customer Experience: Strive for excellence and delight our clients
- Innovation: Embrace creative thinking to enable continual growth and powerful solutions
- Accountability: Take ownership of and pride in our actions and service delivery
- Inspire: Be inspired to be your best self and have fun in the process
- Integrity: Do the right thing, the right way, every time!
- Stewardship: The careful and responsible management of something entrusted to our care.
Commitment to Non-DiscriminationAll qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.
NOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team willonlycome from @JCSSolutions.com. We want to emphasize thatwe do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.
