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Chat Desk Jobs in Virginia (NOW HIRING)

ASM Research

Service Desk Manager

Lorton, VA · On-site

Position Summary The Service Desk Manager oversees daily operations of the external-facing service ... Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met.

New

CRDF Global

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Job Title Service Desk Analyst Location Arlington - Arlington, VA 22201 US (Primary) Job Type ... Triage and resolve tickets submitted by phone, email, chat, and the ticketing system.

ASM Research

Service Desk Lead

Lorton, VA · On-site

Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met ... service desk role. * Strong customer service and de-escalation skills; experience handling ...

New

CRDF Global

Service Desk Analyst

Arlington, VA · On-site

$30 - $35/hr

Days and hours will be set with the IT Director. Responsibilities Service Desk Triage and resolve tickets submitted by phone, email, chat, and the ticketing system. Troubleshoot Windows devices ...

Marathon TS

Service Desk Technician

Herndon, VA · On-site

... chat, email, and self-service portals · Perform advanced first-level troubleshooting across ... desk or technical support role · Strong working knowledge of: o Windows OS and endpoint ...

Marathon TS

Be Seen First

Service Desk Technician

Herndon, VA · On-site

$20 - $24/hr

... chat, email, and self-service portals · Perform advanced first-level troubleshooting across ... desk or technical support role · Strong working knowledge of: o Windows OS and endpoint ...

Aretec Inc

CBP Technology Service Desk

Ashburn, VA · On-site

CBP Technology Service Desk (TSD) Location: Remote Schedule: Rotating shifts; 24x7x365 coverage ... Respond to incoming incidents, service requests, and inquiries via phone, live agent chat, self ...

Home - ARETEC

CBP Technology Service Desk

Ashburn, VA · On-site

CBP Technology Service Desk (TSD) Location: Remote Schedule: Rotating shifts; 24x7x365 coverage ... Respond to incoming incidents, service requests, and inquiries via phone, live agent chat ...

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All JobsChat Desk JobsChat Desk Jobs in Virginia

Chat Desk information

See Virginia salary details

$12

$22

$33

How much do chat desk jobs pay per hour?

As of Sep 3, 2026, the average hourly pay for chat desk in Virginia is $22.95, according to ZipRecruiter salary data. Most workers in this role earn between $19.09 and $25.72 per hour, depending on experience, location, and employer.

What is a chat desk?

A Chat Desk job involves assisting customers through live chat by answering questions, resolving issues, and providing information about products or services. Chat Desk agents typically handle multiple conversations simultaneously, ensuring prompt and efficient responses. Strong communication skills, fast typing, and problem-solving abilities are essential for success in this role.

What does a chat desk do?

A typical day for a Chat Desk agent involves handling multiple customer chats simultaneously, troubleshooting issues, and delivering prompt, accurate responses through online messaging platforms. You’ll be expected to follow established scripts and guidelines while personalizing your approach to ensure customer needs are met. The work is usually fast-paced, and you may collaborate closely with supervisors or technical teams to resolve complex cases. Regular feedback, training sessions, and opportunities for skill development are common aspects of this environment, helping agents stay updated and grow in their careers.

What are the key skills and qualifications needed to thrive in the chat desk position, and why are they important?

To thrive as a Chat Desk agent, you need strong customer service skills, rapid typing abilities, and a high school diploma or equivalent as a minimum qualification. Familiarity with chat support platforms, ticketing systems, and CRM software is often required, and some employers may prefer candidates with basic IT support certifications. Excellent written communication, empathy, and problem-solving skills set top performers apart in this role. These abilities are essential for efficiently addressing customer inquiries, ensuring high satisfaction, and maintaining a positive company reputation.

What are popular job titles related to Chat Desk jobs in Virginia?

For Chat Desk jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Chat Desk jobs in Virginia look for?

The top searched job categories for Chat Desk jobs in Virginia are:

Chat Desk jobs near you
Infographic showing various Chat Desk job openings in Virginia as of August 2026, with employment types broken down into 82% Full Time, 17% Part Time, and 1% Contract. Highlights an 88% Physical, 1% Hybrid, and 11% Remote job distribution, with an average salary of $47,741 per year, or $23 per hour.

Service Desk Manager

ASM Research

Lorton, VA • On-site

Full-time

Posted 2 days ago

New

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

33rd of 226 rated it services

Job description

Position Summary
The Service Desk Manager oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met.
Key Responsibilities
  • Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets.
  • Serve as the escalation point for complex, sensitive, or dissatisfied-customer issues.
  • Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met.
  • Track and report on key metrics: CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog.
  • Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for external users.
  • Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles.
  • Handle escalated customer complaints professionally, aiming for first-contact resolution and retention.
  • Coach agents on product knowledge, communication skills, and de-escalation techniques.
  • Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues.
  • Identify trends in customer inquiries and recommend process, product, or documentation improvements.
  • Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging.
  • Ensure compliance with SLAs defined in customer contracts and service agreements.
  • Support onboarding and training of new customer support agents.
  • Assist in after-hours/weekend coverage planning as needed for customer-facing support.

Required Qualifications
  • Associate's or Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience.
  • Secret Clearance
  • 3+ years of experience in customer-facing technical support or service desk role and 1+ years supervisory experience.
  • Strong customer service and de-escalation skills; experience handling escalated/upset customers.
  • Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, ServiceNow, etc.).
  • Excellent verbal and written communication skills.
  • Ability to multitask across channels (phone, email, chat) under time pressure.
  • Demonstrated ability to coach and motivate a customer-facing team.

Preferred Qualifications
  • Familiarity with SLA-driven, contractual support environments.
  • ITIL Foundation or customer service certification (e.g., HDI) a plus.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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