Help Desk​/IT Support Lead

You've stumbled upon the rare B Corp government contractor! At TCG, we aim to prove that businesses can be good to their employees and responsible to their community while being profitable. We're an award-winning IT solutions provider to the Federal government seeking a Help Desk / IT Support Lead to join our team on a high-profile project at a Federal agency.

This Help Desk/IT Support Lead is responsible for an IT support team providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality customer service.

• Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, technical troubleshooting, and ticketing accuracy
• Act as the senior escalation point for complex or unresolved Tier 1/2 hardware, software, and network support tickets
• Oversee shift and weekend/holiday coverage schedules to ensure seamless, continuous support coverage for Federal client operations
• Analyze ticketing data and key performance indicators (KPIs) to identify recurring issues, bottle-necks, and opportunities for service delivery enhancement
• Standardize help desk workflows, Knowledge Base articles, and Standard Operating Procedures (SOPs) to streamline resolution times
• Serve as a primary technical liaison between the help desk team and Federal stakeholders
• Serve as the first point of contact for end-users seeking technical assistance in person, via phone, or email
• Diagnose and resolve hardware, software, network, and printer issues
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripheral equipment
• Escalate unresolved issues to appropriate teams or vendors as needed
• Document incidents, requests, and resolutions accurately in the ticketing system
• Maintain user accounts, password resets, and access rights following standard procedures
• Provide basic training and guidance to users on IT tools and best practices
• Collaborate with other IT staff to identify and implement process improvements
• Provide user support for a suite of collaboration, account management, and agency applications
• Help to maintain the structure and content of web applications
• Provide weekend and holiday morning check coverage on a rotational basis
• Work with users to develop new collaboration areas and recommend areas for client support/process improvement
• Recommend areas for client support/process improvement
• Troubleshoot application technical issues and submit bug reports and support records management
• Write and maintain user and technical documentation and develop training materials and courses

• A minimum of 2 years of customer service experience supporting web applications or information technology activities
• A minimum of 1 year of experience troubleshooting hardware and software issues on PCs, web conferencing tools, and mobile devices
• Experience using a support desk ticketing system such as Jira Service Management or Remedy and managing a queue of tickets
• Excellent grammar and spelling in written communication, and excellent verbal communication
• Ability to learn and contribute quickly to project requirements
• Ability to explain technical issues in a clear, non-technical manner
• Ability to prioritize and organize efforts in a fast-paced environment
• Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personality
• Comfortable working with high profile customers in a fast…