{"id":3182047,"url":"https://alion.io/job/jcs-solutions-lead-help-desk-specialist","title":"Lead Help Desk Specialist","company":{"id":3854787,"name":"JCS Solutions","domain":"jcssolutions.com","url":"https://alion.io/company/jcs-solutions","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":71000,"max_usd":154000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":107},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Discord","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-23T21:52:29Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T20:09:31Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! Job Summary\nThe Lead Help Desk Specialist is a working lead position responsible for performing all duties and responsibilities of a Help Desk Specialist while assuming additional team leadership and administrative responsibilities. This role does not replace or reduce the incumbent's existing help desk support responsibilities.The Lead Help Desk Specialist is expected to continue providing phone and in-person customer support, troubleshooting technical issues, managing ticket workload, and meeting all Help Desk Specialist performance expectations while also providing day-to-day leadership, oversight, workforce accountability, reporting, and coordination for the help desk team. The position serves as the primary liaison between the help desk staff and program leadership, ensuring operational excellence, service quality, and team performance.\nThe Lead Help Desk Specialist is first and foremost a Help Desk Specialist and is expected to perform all standard duties of that position. The lead designation adds supervisory, coordination, reporting, and team management responsibilities in addition to, not in place of, normal help desk duties.\nKey Responsibilities\nTeam Leadership & Supervision\nProvide day-to-day leadership, guidance, and direction to help desk personnel.\nMonitor team productivity, workload, and availability to ensure operational expectations are met.\nDeliver coaching, mentoring, and performance feedback to team members.\nFoster accountability, collaboration, and continuous improvement within the team.\nSupport onboarding, training, and professional development efforts.\nHelp Desk Operations Oversight\nPerform all standard Help Desk Specialist duties while serving as the team lead.\nOversee daily phone and in-person support operations.\nSupport the resolution of technical issues involving hardware, software, email, directories, and desktop applications.\nMonitor ticket activity, workload distribution, priority issues, and escalations.\nEnsure timely and effective customer support and issue resolution.\nAdministrative Compliance & Accountability\nOversee timely and accurate timesheet submission and administrative requirements.\nTrack schedules, attendance, leave requests, and workforce accountability.\nPrepare and submit a weekly activity report to the Program Manager detailing ticket activity, workload status, operational accomplishments, issues, risks, and personnel availability.\nAddress attendance, productivity, and compliance concerns promptly and professionally.\nPerformance Management & Continuous Improvement\nMonitor team performance against established service levels and operational metrics.\nIdentify process improvement opportunities and implement best practices.\nPromote knowledge sharing and cross-training among team members.\nProvide leadership visibility into team performance, challenges, and operational risks.\nEssential Duties\nPerform all duties and responsibilities of a Help Desk Specialist.\nMonitor and review team check-in reports to ensure visibility into ticket activity, workload distribution, accomplishments, and personnel availability.\nReview timesheets and follow up on missing or late submissions.\nCoordinate staffing and shift coverage to maintain uninterrupted support operations.\nEscalate complex or high-priority technical and operational issues as appropriate.\nDevelop and provide weekly activity reports to the Program Manager summarizing ticket metrics, support activity, team accomplishments, operational concerns, and staff availability.\nSupport onboarding and integration of new team members.\nMaintain service-level expectations and drive adherence to established procedures.\nPromote communication, coordination, and collaboration among team members and stakeholders.\nRequired Qualifications\nSeven (7) or more years of Help Desk, Service Desk, or IT support experience.\nDemonstrated leadership or supervisory experience within a technical support environment.\nCompTIA Security+ certification, MCSA certification, or equivalent credential.\nStrong knowledge of Windows operating systems, desktop applications, email systems, and directory services.\nExcellent customer service, communication, organizational, and problem-solving skills.\nPreferred Qualifications\nExperience supporting DoD, DISA, DES, or other federal IT environments.\nActive Secret Clearance; Top Secret Clearance preferred.\nExperience managing help desk metrics and workforce accountability processes.\nExperience leading technical teams in a customer support environment.\nAbility to work onsite in Arlington, VA.\nWhat Success Looks Like\nThe Lead Help Desk Specialist is successful when:\nThe Lead continues to successfully perform all core Help Desk Specialist responsibilities while effectively managing additional leadership duties.\nTeam productivity, ticket queues, staffing coverage, and customer service performance are actively monitored and managed.\nThe Program Manager receives timely, accurate weekly activity reports providing visibility into ticket activity, operational performance, workforce availability, and emerging issues.\nAdministrative requirements, including timesheets and workforce accountability measures, are completed accurately and on time.\nService levels and customer satisfaction expectations are consistently achieved.\nThe help desk team is viewed as responsive, accountable, collaborative, and operationally effective.\nPhysical Requirements\nThis position is primarily sedentary and requires the ability to perform work at a computer workstation for extended periods. The employee is regularly required to sit, use hands and fingers to operate a computer keyboard and mouse, and communicate effectively verbally and in writing.The role may also require:\nFrequent use of a computer, including typing and viewing multiple monitors for extended durations (up to 6-8 hours per day).\nOccasional standing, walking, and moving between work areas.\nOccasional lifting, carrying, or moving of equipment weighing up to 25 pounds (e.g., laptops, monitors, or peripherals).\nVisual ability to read screens, documents, and system outputs with or without corrective lenses.\nAbility to bend, stoop, or reach as needed to set up or troubleshoot equipment.\nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.\nJCS Solutions (JCS) is a premier technology firm providing innovative solutions and high-quality services in defense, national security, and civilian sectors. JCS offers enterprise-wide solutions including cloud computing, software development, cybersecurity, digital modernization, and management consulting for the federal government. At JCS, we elevate our customers’ mission through the application of technology and professional services. Our commitment to investing in our workforce drives innovation and progress for our clients, employees, and communities.JCS is both a Great Place to Work and a Top Places to Work certified company.\nOur employees embody our core values, and we are looking for others who do too!\nCustomer Experience: Strive for excellence and delight our clients \nInnovation: Embrace creative thinking to enable continual growth and powerful solutions \nAccountability: Take ownership of and pride in our actions and service delivery \nInspire: Be inspired to be your best self and have fun in the process \nIntegrity: Do the right thing, the right way, every time! \nStewardship: The careful and responsible management of something entrusted to our care. \nCommitment to Non-DiscriminationAll qualified applicants will receive consideration for employment without regard to any protected status protected by applicable federal, state, or local laws.\nNOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.","description_format":"text","description_chars":8087,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Security Operations"],"lifecycle":[{"event":"open","at":"2026-10-23T21:52:29Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":16,"reasons":["conf:9","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/jcs-solutions-lead-help-desk-specialist","json_url":"https://alion.io/job/jcs-solutions-lead-help-desk-specialist.json","meta":{"generated_at":"2026-10-26T08:08:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3854787},"rest":"https://alion.io/mcp/rest/get_company?id=3854787"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjcs-solutions-lead-help-desk-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjcs-solutions-lead-help-desk-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjcs-solutions-lead-help-desk-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jcs-solutions-lead-help-desk-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjcs-solutions-lead-help-desk-specialist"}]}