IT Help Desk Lead | Service Desk Supervisor (DoD-ready)

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

Job summary

TQI Solutions seeks an IT Help Desk Lead / Service Desk Supervisor to direct daily help desk operations, manage incidents and service requests, and deliver exceptional customer service across our DoD-focused programs. Required: 4–5 years in IT support with 1–2 years in a lead role, active U.S.

Government Secret clearance, and certifications such as CompTIA Security+ CE. Experience with ServiceNow, Remedy, or Jira Service Management and strong Windows/AD skills are preferred.

Qualifications

• 4–5 years in IT support with 1–2 years in a lead role.
• Active U.S. Government Secret clearance required.
• CompTIA Security+ CE or equivalent IAT Level II certification.
• Experience with enterprise ticketing platforms (ServiceNow, Remedy, Jira Service Management).
• Strong knowledge of Windows OS, Active Directory, and enterprise software.

Responsibilities

• Direct daily help desk operations, ensuring ticket queues are prioritized and resolved within SLAs.
• Serve as senior escalation point for complex or VIP issues across hardware, network, and software.
• Lead, mentor, and cross-train help desk technicians and support onboarding.
• Monitor ticket trends and prepare service health metrics for management.
• Install, configure, and maintain enterprise workstations and devices.
• Coordinate with systems admins, network engineers, and cybersecurity personnel.

Skills

Leadership

Customer service

Communication

Problem solving

Windows/AD knowledge

Education

Associate's or Bachelor's degree in Computer Science / Information Systems

Active U.S. Government Secret clearance

CompTIA Security+ CE (IAT Level II)

Tools

ServiceNow

Remedy

Jira Service Management

Job description

TQI Solutions seeks an IT Help Desk Lead / Service Desk Supervisor to direct daily help desk operations, manage incidents and service requests, and deliver exceptional customer service across our DoD-focused programs. Required: 4–5 years in IT support with 1–2 years in a lead role, active U.S.

Government Secret clearance, and certifications such as CompTIA Security+ CE. Experience with ServiceNow, Remedy, or Jira Service Management and strong Windows/AD skills are preferred.