---
title: 'Help Desk Specialist II Lead (CRS) at Computer World Services'
canonical: 'https://feeny.ai/job/help-desk-specialist-ii-lead-crs-computer-world-services-washington-5ps63mvf2xea'
type: 'job'
last_seen: '2026-09-07'
---

# Help Desk Specialist II Lead (CRS) at Computer World Services

- **Company:** Computer World Services
- **Location:** Washington, DC
- **Compensation:** $69k–$81k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2025-12-23
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/cwsc/0ce1c340-7462-4242-8341-b78a2596d92f

## 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

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 hr@cwsc.com.

## About Computer World Services

## Company Overview
- **One-liner**: Computer World Services Corp. (CWS) is a privately held IT services provider that delivers enterprise-wide solutions, digital transformation, and cybersecurity support to U.S. Defense and Civilian federal agencies.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Washington, D.C., USA (also has offices in Fairview Heights, IL; Falls Church, VA; St. Louis, MO; and Scott AFB, IL)
- **Founded**: 1990
- **Founders**: Frank Hameed (President and CEO)

## Core Business
- Primary industry/industries: Information Technology (IT) services, federal government contracting, cybersecurity, digital transformation.
- Target customers: U.S. federal government (Defense and Civilian agencies) – strictly B2G (Business-to-Government).
- Mission or purpose statement: Not explicitly stated, but the company emphasizes delivering “quality, value, and technological innovation” with a commitment to integrity and excellence in service delivery.

## Products & Services
- **Enterprise IT Solutions**: Full lifecycle IT support including network operations, systems administration, help desk, and infrastructure management.
- **Cybersecurity Services**: Cybersecurity operations, CSSP (Cybersecurity Service Provider) engineering and team leadership, threat monitoring, and compliance.
- **Digital Transformation & Process Optimization**: Modernization of legacy systems, cloud migration, and business process re-engineering for federal clients.
- **DevSecOps**: Integration of security into development and operations pipelines, including software development and application/web support.

All offerings are delivered as services (IT services, managed services, consulting) rather than SaaS or hardware products.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Total employees: ~400 (as of latest data). Revenue not publicly available.
- **Notable Investors/Partners**: No external investors listed; the company was founded organically by Frank Hameed. Key partners are federal agencies (DoD, civilian departments).
- **Growth Signals**: Talent footprint has expanded across 19 states and 140 cities. The company supports 100% remote and hybrid work models. Consistently high ratings in federal programs.

## Competitive Advantages
- **30+ Years of Federal Experience**: Deep understanding of government contracting, compliance, and security requirements.
- **Proven Track Record**: Recognized for consistent performance and high ratings in federal programs (e.g., past performance ratings).
- **Flexible Workforce**: Ability to deploy talent across CONUS and OCONUS, with a mix of on-site, hybrid, and remote roles.
- **Employee-Focused Benefits**: Competitive benefits package (see below) and a culture that supports work-life balance.

## Strategic Focus
- **Current Priorities**: Continue serving Defense and Civilian federal customers by expanding IT, cybersecurity, and digital transformation capabilities. Leverage a remote/hybrid talent model to attract skilled professionals nationwide.
- **Direction for Growth**: Likely organic growth through contract wins and recompete wins; no indication of M&A or external funding.

## Why Work Here
- **Culture Highlights**: Collaborative, mission-driven environment supporting national security and federal operations. Emphasis on integrity and excellence.
- **Remote/Hybrid/Office Policy**: Hybrid workspace – employees engage in a combination of remote and on-site work. Many roles are fully remote; on-site positions exist at government facilities (e.g., Scott AFB, IL; Washington, D.C.).
- **Notable Perks & Benefits** (from [cwsc.com/employee-benefits](https://cwsc.com/employee-benefits/)):
  - Medical, dental, and vision plans (United Healthcare)
  - 15 days PTO accrued from day one + 11 company holidays
  - Tuition reimbursement up to $5,000 per year
  - 401(k) with 4% company match (Safe Harbor, 100% vested immediately)
  - Short & long-term disability (100% employer-paid)
  - Company-paid basic life and AD&D insurance
  - Flexible spending accounts (FSA) and Health Savings Accounts (HSA)
  - Commuter benefits (pre-tax transit and parking)
  - Employee Assistance Program
  - Generous parental leave (from Built In)
- **Engineering Culture**: Focus on cybersecurity, network operations, DevSecOps, and systems engineering. Use of AI in hiring process (applicants are informed). Strong support for professional development via tuition reimbursement.

## Sources
1. [cwsc.com – Home](https://cwsc.com/)
2. [cwsc.com – Careers](https://cwsc.com/careers/)
3. [cwsc.com – Employee Benefits](https://cwsc.com/employee-benefits/)
4. [jobs.lever.co/cwsc – Current Openings](https://jobs.lever.co/cwsc)
5. [builtin.com – Computer World Services Corp. Profile](https://builtin.com/company/computer-world-services-corp)

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