Help Desk Specialist II Lead (CRS)

Job description

**Job Description** The Help Desk Specialist II – Lead serves as a senior technical and operational point of contact within the Help Desk team, providing support while leading day-to-day service operations. This role coordinates workflow, mentors staff, oversees ticket quality, and ensures that incidents, service requests, and escalations are handled efficiently and in compliance with SLAs, policies, and CRS-specific support requirements. The Help Desk Specialist II – Lead provides concierge-level customer service, advanced troubleshooting, and acts as a rapid response resource during high-priority incidents or outages. This role also supports reporting, quality assurance, and continuous improvement of help desk processes. ### Key Tasks & Responsibilities - **Technical Expertise & Escalation** - 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. - **Team Leadership & Operational Oversight** - 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. - **Customer Service & User Engagement** - 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. - **Incident Management, Documentation & Quality Assurance** - 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. - **Reporting, Metrics & Continuous Improvement** - 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. **Embedded Support Responsibilities** - 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. ### Education & Experience - **Minimum General Experience** - Minimum of four to five (4-5) years in customer service or technical support operations - **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