Customer Service Professional (CSP) Windows Team Lead

Key Tasks & Responsibilities

Technical Support & Service Delivery

Provide Tier 1-3 support for Windows-based desktops, laptops, and peripheral devices.

Troubleshoot and resolve complex hardware, software, and operating system issues.

Support enterprise applications, email systems, directories (e.g., Active Directory), and collaboration tools.

Serve as escalation point for Help Desk and desktop support staff.

Ensure timely resolution of incidents and service requests in accordance with SLAs.

Evaluate computer systems for performance, compatibility, and user interface effectiveness.

Analyze hardware needs and prepare functional requirements and technical specifications.

Support hardware lifecycle management, including procurement, deployment, and refresh planning.

Conduct research and produce reports on hardware performance, trends, and recommendations.

Ensure solutions meet user requirements and organizational standards.

Customer Service & End-User Support

Deliver support via phone, email, web, and in-person channels.

Act as primary point of contact for high-priority or executive-level support issues.

Ensure a high level of customer satisfaction through professional communication and follow-through.

Develop and maintain user-facing documentation and knowledge base articles.

Leadership & Team Oversight

Lead and mentor Help Desk and desktop support personnel.

Assign and prioritize workload to ensure efficient operations.

Monitor team performance metrics and service quality.

Provide guidance on troubleshooting methodologies and best practices.

Support onboarding and training of new staff.

Process Improvement & Reporting

Identify trends in incidents and recommend proactive solutions.

Develop and track KPIs such as ticket volume, resolution time, and customer satisfaction.

Support continuous improvement initiatives for service delivery processes.

Ensure compliance with IT policies, standards, and security requirements.

Required Skills & Competencies

Strong knowledge of Windows operating systems and desktop environments

Proficiency in troubleshooting hardware and software issues

Familiarity with Active Directory, email systems, and enterprise applications

Excellent customer service and communication skills

Ability to analyze technical requirements and recommend solutions

Strong problem-solving and analytical abilities

Familiarity with remote support tools and technologies.

Preferred Qualifications

Experience with ITSM tools (e.g., ServiceNow)

Experience in federal or government contracting environments

Education & Experience

Education

Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or related field

Experience

5+ years of experience in desktop and user support, including Tier1-3 and VIP Support

Experience supporting Windows enterprise environments

Experience in a lead or supervisory role preferred

Certifications

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications)

ITIL certification preferred

Security Clearance

Applicants must be able to obtain a Public Trust clearance