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Contract Freshdesk Jobs (NOW HIRING)

ASM Research

Service Desk Lead

Lorton, VA · On-site

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 ...

ASM Research

Service Desk Manager

Lorton, VA · On-site

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 ...

Change Lending

Jr. Underwriter

Anaheim, CA

$26 - $29/hr

... via Freshdesk * Review and scrub loan initial submission package - review and label documents such as credit reports, income documents, Fraudguard / Loansafe, bank statements, purchase contracts ...

COMMERCE HOME MORTGAGE LLC

Jr. Underwriter

Anaheim, CA · On-site

$26 - $29/hr

... via Freshdesk * Review and scrub loan initial submission package - review and label documents such as credit reports, income documents, Fraudguard / Loansafe, bank statements, purchase contracts ...

Robert Half

Software Support Specialist

Yulee, FL · On-site

This Contract position is based in Yulee, Florida, and is ideal for someone who enjoys solving ... Familiarity with ticketing or service management platforms such as Jira, Zendesk, Freshdesk ...

New

Change Lending

Jr. Underwriter

Anaheim, CA · On-site

$74.50/hr

... via Freshdesk * Review and scrub loan initial submission package d review and label documents such as credit reports, income documents, Fraudguard / Loansafe, bank statements, purchase contracts ...

Packsize

Billing Operations Lead

Salt Lake City, UT · Hybrid

What You'll Do Contract Review & Billing Execution * Review customer contracts, amendments ... FreshDesk (ticketing) * DocuSign * SharePoint * Microsoft Excel * Microsoft Access What You'll ...

StoreOcean

Shopify Expert (Remote)

Seattle, WA · Remote

This position is for a Part-Time/Contract Shopify Expert position in which you will help fulfill our Shopify small tasks orders. These orders require to work less than 1-hr per task. How will I be ...

AEG

Sr. Director of Product

Chicago, IL · On-site

$150K - $200K/yr

... contract management, and performance optimization. * Lead cross-functional collaboration with ... Freshdesk. * Working knowledge of web development concepts, with the ability to customize and ...

Bakerly LLC

IT Administrator

San Antonio, TX · On-site

Utilize the ticketing system (Freshdesk) to track and complete IT support tasks. Administrative Support: * Assist management with IT-based contracts with outside vendors as directed. * Support office ...

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Contract Freshdesk information

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How much do contract freshdesk jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for contract freshdesk in the United States is $48.93, according to ZipRecruiter salary data. Most workers in this role earn between $41.11 and $50.72 per hour, depending on experience, location, and employer.

What is the difference between Contract Freshdesk vs Contract Customer Support Specialist?

AspectContract FreshdeskContract Customer Support Specialist
CredentialsBasic customer service skills, familiarity with Freshdesk platformCustomer service experience, communication skills, sometimes certifications
Work EnvironmentRemote or office-based, using Freshdesk for ticket managementRemote or on-site, handling customer inquiries across channels
Employer & Industry UsageTech companies, SaaS providers, customer support centersRetail, telecom, tech firms, customer service centers

Contract Freshdesk roles focus on managing customer tickets using the Freshdesk platform, often requiring technical familiarity with the software. Contract Customer Support Specialists handle customer inquiries across various channels, emphasizing communication skills. While both roles involve customer service, Contract Freshdesk positions are more platform-specific, whereas Contract Customer Support Specialists may work across multiple tools and industries.

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Contract Freshdesk jobs near you
Infographic showing various Contract Freshdesk job openings in the United States as of August 2026, with employment types broken down into 98% Full Time, 1% Part Time, and 1% Contract. Highlights an 74% Physical, 5% Hybrid, and 21% Remote job distribution, with an average salary of $101,781 per year, or $48.9 per hour.

Service Desk Lead

ASM Research

Lorton, VA • On-site

Full-time

Posted 4 days ago

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 Lead 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
  • Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience
  • 3+ years of experience in customer-facing technical support or service desk role.
  • 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.
  • Must have an active Secret Clearance.
  • Candidates must have a Security+ certification or other DoD IAT-II compliant certification
  • 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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