Top 59 Help desk lead Jobs in Reston, Va

Help Desk Specialist II Lead (CRS)
Computer World Services —Washington, DC
- $69,000 - $81,000 a year
- Full-time
- Office
- Windows
- High school diploma or GED
Service Desk Lead
Koniag Government Services —Vienna, VA
- $80,000 - $100,000 a year
- Full-time
- Mid-level
- Office
- Bachelor's degree
- Paid holidays
- Health insurance
Service Desk Lead (Active Secret Clearance)
Akima, LLC —Alexandria, VA
- $150,000 - $170,000 a year
- Full-time
- Computer Science
- 3 years
- Bachelor's degree
- Health insurance
- Dental insurance
Service Desk Team Lead
TekSynap —Arlington, VA
- $130,000 - $155,000 a year
- Weekends as needed
- Pass drug screening
- Ability to lift 50 pounds
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
IT Service Desk Lead
NOVA DINE LLC —Washington, DC
- $135,000 - $165,000 a year
- Full-time
- Computer science
- 7 years
- Computer Science
- Disability insurance
- Health insurance
Quick Apply
14d
Help Desk Lead/CAB Manager
ValidaTek, Inc. —Arlington, VA
- Background check
- PMP
- 5 years
Quick Apply
Tier 3 Service Desk Lead
NOVA DINE LLC —Washington, DC
- $135,000 - $1,165,000 a year
- Full-time
- Azure
- Computer Science
- 8 years
- Disability insurance
- Health insurance
Quick Apply
14d
Tier 2 Lead
Unissant —Washington, DC
- Extended hours
- Remote
- Computer Science
- Up to 50% travel
- Office
Quick Apply
2d
Help Desk Specialist I Shift Lead (Copyright)
Computer World Services —Washington, DC
- $55,000 - $65,000 a year
- Full-time
- Research
- Mid-level
- High school diploma or GED
Help Desk Specialist -- Lead
Cornerstone Defense —Reston, VA
- Contract
- Mid-level
- Communication skills
- Commercial
- Travel reimbursement
- Health savings account
Lead Service Desk Manager
General Dynamics Information Technology —Bethesda, MD
- $140,250 - $189,750 a year
- Hybrid work
- 8 years
- Bachelor's degree
- Travel
- Paid holidays
- 401(k) matching
2d
Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area
General Dynamics Information Technology —Washington, DC
- $34.74 - $47.00 an hour
- On call
- Microsoft Outlook
- Computer Science
- Office
- Paid time off
- 401(k) matching
1d
Service Desk Lead
CSV-TAUREAN —Alexandria, VA
- Computer Science
- Bachelor's degree
- Continuous improvement
IT Service Desk Team Lead
General Dynamics Information Technology —Bethesda, MD
- $83,927 - $113,549 a year
- Hybrid work
- Mid-level
- Office
- Master's degree
- Paid holidays
- 401(k) matching
12h
IT Service Desk Lead- Top Secret Cleared
RIVA Solutions Inc. —Washington, DC
- Up to $160,000 a year
- Online Application
- Computer Science
- Bachelor's degree
- Business Administration
- Wellness program
- Health savings account
Quick Apply
Program Manager/Training Lead
Contact Government Services, LLC —Arlington, VA
- $180,000 - $200,000 a year
- Full-time
- 5 years
- Mid-level
- Supervising experience
- Health insurance
- Dental insurance
Quick Apply
Tier 3 Service Desk Lead- Top Secret Cleared
RIVA Solutions Inc. —Washington, DC
- Up to $150,000 a year
- Online Application
- Computer Science
- Analysis skills
- Bachelor's degree
- Wellness program
- Health savings account
Quick Apply
Tier 2 Support Lead
PingWind —Alexandria, VA
- Full-time
- Azure
- Bachelor of Science
- Master's degree
- AD&D insurance
- Paid holidays
Quick Apply
Field Support Lead
HUMAN TOUCH LLC —Rockville, MD
- $80,000 - $100,000 a year
- Full-time
- Windows
- Team management
- In-person
- Health insurance
- Dental insurance
Quick Apply
Tier 2 Support - Team Lead
Evolver Inc —Reston, VA
- Weekends as needed
- Remote
- Background check
- Windows
- 3 years
- Health insurance
- Dental insurance
Quick Apply

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help desk lead jobs near reston, va

Help Desk Specialist II Lead (CRS)

Computer World Services -
Washington, DC

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Job Details

Full-time
$69,000 - $81,000 a year

Qualifications

High school diploma or GED

Full 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

$69,000 - $81,000 a year

The offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity.

The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Refine Your Search

help desk lead jobs in reston, va

Help Desk Specialist II Lead (CRS)

Service Desk Lead

Service Desk Lead (Active Secret Clearance)

Service Desk Team Lead

IT Service Desk Lead

Help Desk Lead/CAB Manager

Tier 3 Service Desk Lead

Tier 2 Lead

Help Desk Specialist I Shift Lead (Copyright)

Help Desk Specialist -- Lead

Lead Service Desk Manager

Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area

Service Desk Lead

IT Service Desk Team Lead

IT Service Desk Lead- Top Secret Cleared

Program Manager/Training Lead

Tier 3 Service Desk Lead- Top Secret Cleared

Tier 2 Support Lead

Field Support Lead

Tier 2 Support - Team Lead

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