IT Help Desk Lead / Service Desk Supervisor

TQI Solutions, Inc. is hiring an IT Help Desk Lead / Service Desk Supervisor to support mission-critical IT operations from our Honolulu, HI (onsite) location. This role combines hands-on technical support with leadership across day-to-day service desk work. You will help ensure incidents and service requests move efficiently, meet Service Level Agreements (SLAs), and deliver responsive, high-quality customer service.

Compensation: USD 80,000 - 95,000 per year. Experience: minimum 4 years.

What you’ll do

• Lead daily help desk operations, managing incident resolution and service request workflows while ensuring ticket queues are prioritized, documented, and resolved within established SLAs.
• Act as the senior escalation point for persistent, complex, or VIP technical issues across hardware, network connectivity, peripherals, and software environments.
• Mentor, coach, and cross-train help desk technicians, including support for onboarding and professional development.
• Monitor ticket trends, response times, recurring issues, and other service performance metrics.
• Produce 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.
• Coordinate with systems administrators, network engineers, cybersecurity personnel, and other technical teams to resolve cross-discipline infrastructure incidents.
• Support planned system updates and changes by coordinating with technical teams.
• Develop and maintain 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 line with applicable DoD security requirements.
• Assist with equipment inventory and asset tracking.
• Ensure help desk processes meet established security, operational, and customer service standards, and provide hands-on guidance to end users as needed.
• Perform other related duties as assigned.

What you’ll need

• 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: TCP/IP, DNS, DHCP, and VLANs.
• Experience troubleshooting enterprise hardware, peripherals, and end-user devices.
• Strong verbal and written communication skills, able 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 manage competing requirements.

Technologies you’ll work with

• ServiceNow, Remedy, Jira Service Management
• Windows operating systems
• Active Directory
• TCP/IP, DNS, DHCP, VLANs

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.