IT Help Desk Lead — Mentor & VIP Support Champion

TQI Solutions, Inc.; Honolulu (HI); On-site; USD 70,000 - 90,000; Full time

Job summary

TQI Solutions, Inc. seeks an IT Help Desk Lead / Service Desk Supervisor to provide leadership and technical support across the program, ensuring incident resolution, service request management, and exceptional customer service. This is a full-time, exempt role based in Honolulu, HI.

With 4–5 years in IT support and a U.S. Government Secret clearance, you will mentor staff, monitor SLAs, and partner with cross-functional teams to secure system operations and DoD-compliant practices in a dynamic,

Qualifications

• Active U.S. Government Secret clearance required.
• CompTIA Security+ CE or equivalent IAT Level II before start date.
• 4–5 years of progressive IT support experience with 1–2 years in a lead role.
• Experience with enterprise ticketing/ITSM platforms (ServiceNow, Remedy, Jira).
• Strong knowledge of Windows OS, Active Directory, and enterprise software configurations.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs.

Responsibilities

• Direct daily help desk operations, prioritizing and resolving tickets within SLAs.
• Serve as senior escalation point for complex issues across hardware, network, and software.
• Mentor and develop help desk staff and coordinate onboarding.
• Monitor ticket metrics and service performance; report to management.
• Prepare regular service health metrics and reports for clients.
• Install and maintain workstations, hardware, and OS environments.
• Collaborate with admins, engineers, and cybersecurity teams to resolve incidents.
• Support system updates and changes in coordination with technical teams.
• Create and maintain SOPs and end-user guides to improve troubleshooting.
• Manage account provisioning/deprovisioning and access control per DoD requirements.
• Assist with equipment inventory and asset tracking.

Skills

Leadership

Customer service

Windows OS

Active Directory

Networking basics

ITSM tools

Security clearance

Security+

Education

Associate's or Bachelor's degree in a related field

Tools

ServiceNow

Remedy

Jira Service Management

Windows tooling

Job description

TQI Solutions, Inc. seeks an IT Help Desk Lead / Service Desk Supervisor to provide leadership and technical support across the program, ensuring incident resolution, service request management, and exceptional customer service. This is a full-time, exempt role based in Honolulu, HI.

With 4–5 years in IT support and a U.S. Government Secret clearance, you will mentor staff, monitor SLAs, and partner with cross-functional teams to secure system operations and DoD-compliant practices in a dynamic,