IT Help Desk Lead / Service Desk Supervisor

TQI Solutions seeks proactive, visionary thought leaders to drive impactful solutions for clients. We value our team, offering work-life balance, excellent benefits, and career growth. Join us and immerse yourself in a rewarding experience like no other.

We are currently seeking an IT Help Desk Lead / Service Desk Supervisor who is ready to join our team. This position will provide leadership and technical support for help desk operations, ensuring effective incident resolution, service request management, and exceptional customer service across the program.

The estimated salary range for this role is $80,000–$95,000 per year. Final compensation is dependent upon the candidate's skills, qualifications, contract-specific guidelines, and geographic location. TQI is committed to pay equity and compliance with applicable pay transparency laws; we do not request or consider prior salary history when making employment offers.

Responsibilities:

• Direct daily help desk operations, including incident resolution and service request workflows, ensuring ticket queues are prioritized, documented, and resolved within established Service Level Agreements (SLAs).
• Serve as the senior escalation point for persistent, complex, or VIP technical issues involving hardware, network connectivity, peripherals, and software environments.
• Lead, mentor, coach, and cross-train help desk technicians while supporting onboarding and professional development.
• Monitor ticket trends, response times, recurring issues, and service performance metrics.
• Prepare weekly and monthly service health metrics and operational reports for project management and client leadership.
• Install, configure, troubleshoot, and maintain enterprise workstations, specialized client hardware, peripheral devices, and standard operating systems.
• Partner with systems administrators, network engineers, cybersecurity personnel, and other technical teams to resolve cross-discipline infrastructure incidents.
• Coordinate with technical teams to support planned system updates and changes.
• Develop and maintain standard operating procedures (SOPs), knowledge base articles, and end-user guides to improve troubleshooting and reduce resolution times.
• Support account provisioning and de-provisioning and access management in accordance with applicable DoD security requirements.
• Assist with equipment inventory and asset tracking.
• Ensure help desk processes and technical support activities follow established security, operational, and customer service standards.
• Provide hands-on technical support and guidance to end users as needed.
• Perform other related duties as assigned.

This is a full time, salaried, exempt position.

Qualifications:

• Minimum of 4–5 years of progressive IT support experience, including 1–2 years in a lead, team lead, senior Tier 2, or Tier 3 support role.
• Active U.S. Government Secret clearance required.
• CompTIA Security+ CE or equivalent IAT Level II certification required prior to start date.
• Experience with enterprise ticketing and IT service management platforms such as ServiceNow, Remedy, or Jira Service Management.
• Experience tracking ticket metrics, SLAs, workflows, and service performance.
• Strong practical knowledge of Windows operating systems, Active Directory, and enterprise software configurations.
• Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, and VLANs.
• Experience troubleshooting enterprise hardware, peripherals, and end-user devices.
• Strong verbal and written communication skills with the ability to communicate effectively with technical personnel, non-technical end users, and military or civilian leadership.
• Strong leadership, organizational, problem-solving, and customer service skills.
• Ability to prioritize multiple tasks and effectively manage competing requirements.

Preferred Qualifications:

• Prior experience supporting Navy, maritime, or joint DoD IT environments.
• ITIL v4 Foundation certification or familiarity with ITIL best practices.
• Experience supporting or integrating specialized technical equipment such as RFID systems, handheld asset scanners, ruggedized tablets, or IoT devices.
• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field.

The incumbent of this position will be subject to a background investigation and will be required to maintain a Government granted security clearance.

TQI Solutions, Inc. is a Service-Disabled Veteran-Owned Small Business with staff located in VA, MD, DC, NC, HI and CA. We provide Mission and IT Support Services to a wide range of DoD clients. At TQI Solutions, our aim is to surpass customer expectations through results-oriented services and solutions that ensure mission success. We take pride in fully embracing our clients' missions as our own and consistently delivering world-class technical solutions. Our team comprises dedicated problem solvers who prioritize building lasting and mutually trusting relationships with our customers.

TQI Solutions is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, or veteran status.