Help Desk Specialist I Shift Lead (Copyright)

Job description

**Job Description** The Help Desk Specialist I – Lead serves as the senior resource and daily point-of-contact for Help Desk Specialists providing first-contact technical and customer service support. This role supports queue management, ticket quality, escalations, and mentoring of junior staff, while still performing all standard duties. The Lead ensures that customer interactions, troubleshooting, and documentation meet required quality standards and that issues are resolved or escalated in accordance with procedures and SLAs. ### 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