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Customer Service Professional - Windows (PC) Lead

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.

Key Tasks & 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.

Customer Service & End-User Support

• 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.

Leadership & Team Oversight

• 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.

Process Improvement & Reporting

• 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.

Required Skills & Competencies

• 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.

Preferred Qualifications

• Experience with ITSM tools (e.g., ServiceNow)
• Experience in federal or government contracting environments

Education & Experience Education

• Bachelor's degree (or equivalent) in Information Technology, Computer Science, or related field

Experience

• 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

Certifications

• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
• ITIL certification preferred

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

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.