Customer Service Professional (CSP) Windows Team Lead

Computer World Services • Morrisville, NC

2d

About The Position

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional - Windows (PC) Lead who is responsible for providing advanced technical support, leadership, and oversight of desktop support services in a Windows-based enterprise environment. This role serves as the senior escalation point for end-user issues, ensures high-quality customer service delivery, and supports the planning, evaluation, and implementation of hardware solutions aligned with organizational requirements.
The position combines hands-on technical expertise with team leadership to maintain efficient operations, improve service delivery, and ensure user satisfaction.

Requirements

• 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.
• Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or related field
• 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
• Applicants must be able to obtain a Public Trust clearance

Nice To Haves

• Experience with ITSM tools (e.g., ServiceNow)
• Experience in federal or government contracting environments
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
• ITIL certification preferred

Responsibilities

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level