849 Client Support Specialist jobs in Gaithersburg

Job Title: Help Desk Analyst

Location: Virtual

Other Consideration: U.S. Citizen (Required)

The Help Desk Analyst provides technical support to internal staff by troubleshooting hardware, software, and system issues, ensuring efficient and reliable IT operations.

Duties and Responsibilities

• Strong troubleshooting and diagnostic skills

• Excellent verbal and written communication

• Ability to manage multiple requests with attention to detail

• Customer-service mindset with patience and professionalism

• Ability to think strategically and solve complex problems

• Excellent communication and collaboration skills

• Proactive, self-motivated, and results-oriented

• Adaptable to changing business needs and priorities

• Commitment to continuous learning and improvement

• High school diploma or equivalent required; IT-related certification or degree preferred

• 1-2 years of experience in a help desk or IT support role

• Familiarity with Microsoft Office, Windows/Mac OS, and basic network troubleshooting

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters !"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people , long standing partnerships , and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

THE HIGH LEVEL

Iron Bow Technologies is seeking an experienced Help Desk Manger to support an existing, long-term Federal Government customer, the Department of Justice (DOJ) Civil Division (CIV) to provide leadership and management for our DOJ Call Center operations, which supports the user community 24x365. Our DOJ-dedicated Call Center is in Herndon, VA. Our Help Desk Manager partners with the contract leadership to support and ensure oversight of contract requirements, operability, coordination, and reporting. The Help Desk Manager will engage with other program Leads to ensure teamwide collaboration and messaging. This position requires onsite work at our Call Center. Once acclimated into the program, there may be an opportunity to move to a hybrid work schedule. While we are currently hybrid, it's important to keep in mind this is based on Government approval.

WHAT YOU'LL BE DOING

The Help Desk Manager provides daily oversight and guidance with a team of Help Desk Tier 1 Technicians responsible for consistently delivering customer support that focuses on ensuring the DOJ CIV staff can remain productive and are provided with responses that are technically accurate. The Team leverages DOJ's documented guidelines and standard operating procedures (SOPs) as needed, including the appropriate incident escalation to on the teams on the contract. You bring the talent and experience that results in maintaining a team of qualified Tier 1 Technicians, this including candidate interviewing and selection. Other responsibilities include:

• Understanding our client's business needs and continually strive to meet these needs
• Daily communication and collaboration with the Tier 1 Help Desk Team, your team
• Using daily call stats, assess where staff may be struggling and offer coaching and guidance to help position all Tier 1 team members to be successful
• Give recognition and praise where appropriate - we do get messages of appreciation from customers for outstanding support, and we want to ensure that messaging also gets back to the staff member(s)
• Engaged with DOJ CIV leadership and program/contract leadership - be prepared to provide status to senior leaders, through both verbal and presentation
• Produce contractual daily, weekly, and monthly ACD/ticket stats and status
• Manage and support the creation and update of SOPs that are specific to the Tier 1 Help Desk operations
• Coordinate team wide scheduling to for staffing coverage across all work shifts, 24x7
• Understanding our ACD workflow and keeping a pulse on potential workflow improvements that focus on opportunities to elevate our customer's support experience
• You will be working directly with Federal DOJ CIV Customer Service Team regarding customer issues and items that influence customer service and customer satisfaction

• You bring a minimum of 8 years of experience overseeing/leading help desk environments that are dedicated to delivering positive customer experiences
• You have experience leading Help Desk Teams that use a formal ACD for incoming and outgoing support calls (having experience with a Help Desk/Call Center that uses a formal ACD is a plus - our Call Center uses CXone)
• Knowledge and experience leading a team that uses a formal ITSM for incident tracking
• Proficient in the Microsoft Office Suite, including Excel, Word and SharePoint
• Have led an Help Desk organization that had firm contractual reporting requirements, to include daily ACD call stats, weekly stats/trends, and monthly reporting
• You review customer survey responses to gage overall customer satisfaction and use information that will help to improve overall customer satisfaction as well as the survey itself
• Excellent verbal and written communication skills - ability to effectively communicate with all levels of the project team, and with company/contract leadership
• Ability to engage with 3rd party vendors as needed, such as the ACD vendor when there may be a need to assess oddities in the daily ACD reporting
• You have Leadership experience managing and coaching Help Desk Technicians who provide 24x7 support
• Experience coordinating work schedules for a 24x7 team of Help Desk Technicians
• You have a comprehensive understanding of contract SLAs - monitor and report status against SLAs - and understand the importance of contractual SLAs
• Strong propensity and aptitude for solving client business needs
• BS in Computer Science or other relevant discipline
• CCSP (Certified Customer Service Professional) certification or equivalent - hold certification at start or commit to obtaining within 6 months of start
• MCP (Microsoft Certified Professional) certification - hold certification at start or commit to obtaining within 60 day of start - will consider existing certification in MD 100 or Google IT Support as a substitute
• Ability to hold / maintain and active Secret clearance
• Knowledge and understanding of ITIL, CMMI, and ISO best practices added plus, but not required

• Be a leader in providing the highest level of customer experience and excellence in a fast-paced and exciting environment and a role model for team members.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning our customer and employee experience. This new approach elevates all and truly enables success.

• Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person support.

• Provide troubleshooting support for software applications, email, system access, network connectivity, printers, and hardware issues.

• Support users of NASA research and peer review platforms (e.g., NSPIRES), ensuring timely and effective resolution of user challenges.

• Log, document, and track trouble tickets in the system, ensuring accurate categorization and timely follow-up.

• Develop and maintain user support documentation and reference guides.

• Escalate complex issues as needed and collaborate with system administrators, developers, or cybersecurity staff to resolve problems.

• Lead the refinement and maintenance of the help desk ticketing system, ensuring data quality and consistent use among junior analysts.

• Analyze trends in user issues and develop proactive support solutions to reduce recurring problems.

• Prepare reports on user inquiries, response times, and system support metrics for management and government stakeholders.

• High school diploma or GED required; Associate's or Bachelor's degree preferred.

• At least 5 years of experience in help desk, desktop support, or IT customer service roles.

• Experience supporting users in a Windows client/server environment and with enterprise applications.

• Excellent interpersonal, verbal, and written communication skills.

• Proficiency in Microsoft Office applications, remote support tools, and ticket tracking systems.

• Strong organizational and documentation skills.

• Ability to obtain a NASA Public Trust clearance.

• 10+ years of experience in IT support roles, including 5 years in a senior or lead help desk capacity.

• Experience supporting federal systems or science/research applications.

• Familiarity with NASA systems such as NSPIRES or similar platforms.

• ITIL certification or similar service desk training.

• Join a premier technology firm specializing in innovative solutions.  
• Be part of a collaborative, inclusive, and innovative work culture.  
• Enjoy tremendous growth potential in a high-performing team environment.  
• A robust benefits package: 
  • Health, dental, and vision insurance  
  • Life insurance  
  • Short-and-long term disability  
  • Paid time off (PTO)  
  • 401k retirement plan with employer match 
  • Annual Professional Development Reimbursement Program  
  • And more! 

• Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
• Ability to identify core issues and utilize the appropriate work procedures to address the issue.
• Handle sensitive calls in a respectful and patient manner.
• Document all interactions in an existing case management system.
• Maintain and update records as communication and documents are re received.
• Escalate inquiries to government officials as required.
• Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
• Provide general information, directions, and other forms of assistance to the general public.
• Works under direction of Team Lead.
• Other tasks and responsibilities, as assigned.

• Must be a U.S. Citizen.
• Must have an Active or Interim Secret clearance
• 2 Years previous experience in Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office).

• Experience with Microsoft Dynamics

• Customer Experience:  Strive for excellence and delight our clients
• Innovation:  Embrace creative thinking to enable continual growth and powerful solutions
• Accountability:  Take ownership of and pride in our actions and service delivery
• Inspire:  Be inspired to be your best self and have fun in the process
• Integrity:  Do the right thing, the right way, every time!
• Stewardship:  Careful management of something entrusted to us.

Req ID: 36590

Summary

Help Desk Manager

Arlington, Virginia

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interest of our nation. SecuriGence is seeking a talented Help Desk Manager to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.

Responsibilities

• Lead, mentor, and motivate a team of Help Desk Technicians, fostering a positive and collaborative work environment.

• Conduct regular performance evaluations, identify training needs, and provide coaching and development opportunities.

• Manage team schedules, ensuring adequate coverage to meet service level agreements (SLAs).

• Oversee onboarding, and training of new Help Desk Technicians.

• Establish and maintain service level agreements (SLAs) for response and resolution times.

• Monitor and analyze help desk performance metrics (e.g., ticket volume, resolution time, customer satisfaction) to identify areas for improvement.

• Implement industry best practices for incident management, problem resolution, and knowledge management.

• Develop and maintain comprehensive documentation for help desk processes, procedures, and knowledge base articles.

• Manage and maintain the help desk ticketing system, ensuring accurate tracking, and reporting of all support requests.

• Provide technical guidance and support to the Help Desk team, escalating complex issues as needed.

• Proactively identify and troubleshoot recurring technical issues.

• Collaborate with other IT teams to resolve escalated issues and implement long-term solutions.

• Foster a customer-centric culture within the Help Desk team, emphasizing professionalism, empathy, and effective communication.

• Ensure timely and accurate communication with customers regarding their support requests.

• Manage customer expectations and escalations effectively.

• Gather customer feedback and identify opportunities to improve the overall customer experience.

• Other duties as assigned.

Qualifications

• High school diploma or GED equivalent

• Bachelor's degree in computer science, Information Technology, or related field preferred.

• 3+ years of experience managing a technical support team.

• Must meet DoD 8140.01 (IAM-1) requirements.

• Must have a Top-Secret Clearance.

Knowledge, Skills and Abilities:

• Experience in a fast-paced, high-growth environment

• Strong understanding of ITIL framework and best practices.

• Experience with Jira help desk ticketing systems and remote support tools.

• Excellent communication, interpersonal, and leadership skills.

• Strong analytical and problem-solving abilities.

• Ability to work independently and as part of a team.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

Chenega MIOS News-

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site -

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LinkedIn -

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Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

Description

The National Security Sector within Leidos is seeking Help Desk Manager with strong systems, software, cloud, and Agile experience to support a complex program to provide Agile development and operations and maintenance for critical systems on a mission-critical program supporting the Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP). PSPD supports the Department of Homeland Security (DHS) and CBP critical missions, specifically screening and processing travelers at the ports of entry (POEs) into the United States. The Help Desk Manager will provide oversight to the Level II services and ensure that service levels are achieved. Primary responsibility is to ensure the Help Desk Level II staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

This position REQUIRES the candidate to be in Ashburn, VA, twice a week

Primary Responsibilities

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

• Train, coach and mentor Service Desk Specialists (Level II) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.

• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage ticketing queues (participating in escalated calls as needed).

• Oversee solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.

• Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional customer support or escalation.

• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.

Basic Qualifications

• BA/BS or equivalent experience with 8+ years of prior relevant experience or Masters with 5+ years of prior relevant experience; OR 4 years of related experience in lieu of degree

• Must be able to maintain and obtain a CBP Background Investigation prior to start

• 10+ years' experience software development environment.

• Proven 8+ years of experience supervising or leading teams or projects.

• Experience with ServiceNow, creating dashboards and automated reports.

• Proficient and working knowledge of Power BI.

• Proficiency with MS Office Products (Word, Excel, Visio, & PowerPoint).

• Excellent written and verbal communication skills.

Preferred Qualifications

• The ability to lead organizational transformation efforts and drive change while ensuring existing service levels remain consistent and high.

• The ability to interact with the CBP PSPD customer and foster a positive relationship with the customer.

• Demonstrated experience in leading a large-scale organization consisting of multiple teams.

• Demonstrated experience developing and implementing effective training and communication strategies for a complex IT system.

• ITIL v.4 foundation certification.

Original Posting:

April 24, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $104,650.00 - $189,175.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

REQNUMBER: R-00158149

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

Responsibilities & Qualifications

RESPONSIBILITIES

• Maintain a comprehensive understanding of the NGEN/NMCI Contract DZ002 and Task Order FZ016, including Service Level Requirements and the Requirement to Award Process Tool (RAPT). - Ensure compliance with contract specifications and Service Level Agreements (SLA).

• Oversee and facilitate NGEN/NMCI transitions, including planning schedules, rollouts, and architecture requirements.

• Implement unique technical requirements associated with NGEN/NMCI initiatives. - Coordinate and resolve NGEN/NMCI issues among CNIC HQ personnel and leadership.

• Act as a liaison between various stakeholders, including Leidos, NCTAMS LANT, PEO Digital, and Enterprise Services.

• Develop and disseminate training materials and information to all levels of the chain of command.

• Regularly communicate through Beltway Weekly updates, regional meetings, and weekly meetings with customer support managers.

• Monitor recurring and claimant-specific technical problems related to the Navy's NGEN/NMCI efforts.

• Evaluate technical issues and provide relevant data and recommendations to the Leidos PM NMCI NGEN program office, NCTAMS LANT Customer Relation Management (CRM) team, and CNIC leadership.

• Manage a help desk operation supporting approximately 800 customers, ensuring high levels of customer satisfaction and timely resolution of issues.

• Supervise help desk staff and provide guidance and support as needed.

REQUIRED QUALIFICATIONS

• Active Secret security clearance

• Active IAT II Certification

• US Citizen

• Minimum of ten (10) years of experience in the NMCI NGEN technical arena.

• Proven experience in managing a help desk operation with a significant customer base (approximately 800 customers).

• In-depth knowledge of all aspects of the NGEN/NMCI program.

• Familiarity with the hardware and software utilized within the NMCI framework.

• Excellent verbal and written communication skills, with the ability to convey complex technical information to diverse audiences.

• Strong interpersonal skills to effectively coordinate with various stakeholders and leadership.

• Demonstrated ability to evaluate technical problems and provide actionable recommendations.

• Strong analytical skills to monitor and address recurring technical issues.

• Proven leadership abilities in managing teams and driving performance in a help desk environment.

• Experience in training and mentoring staff to enhance service delivery.

ADDITIONAL REQUIREMENTS

• Must be able to obtain and maintain any necessary security clearances.

• Willingness to travel as required for meetings and training sessions

Overview

We are seeking a Help Desk Manager to join our team!

TekSynap is afast-growinghigh-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimblyutilizethe best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

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The safety and health of our employees is of the utmost importance. Employeesare required tocomply withany contractually mandated Federal COVID-19 requirements. More information can be found here .

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status?If at any time you would like to opt out of text messaging, respond "STOP".

"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".

Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:Naval District Washington, Washington, DC

• Type of environment: Office

• Noise level:Low

• Work schedule: Schedule is 0730 - 1730 Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.

• Amount of Travel:Contractor maybe required to travel within CONUS (<10%)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employeeis regularly required touse hands tohandle, feel, touch; reach with hands and arms; talkandhear. The employeeis regularly required tostand;walk;sit;climb or balance; and stoop, kneel, crouch, or crawl. The employeeis regularly required tolift upto 10 pounds. The employee isfrequentlyrequired tolift upto 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US Citizen

Clearance requirement: Active Secret Clearance

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

EQUAL EMPLOYMENT OPPORTUNITY

Toprovide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, geneticinformation,or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

Job Locations US-DC-Washington

ID 2024-7040

Category Technical Support/Help Desk

Type Regular Full-Time