Help Desk Specialist II Lead (CRS)
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Some ghost-posting signals
- open for 200 days (90+ without a fill is a strong ghost signal)
- 3359 open roles at this company in 30 days (mass-hiring blitz)
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About the role
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
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