Service Level Agreement Support Jobs

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IT Help Desk Lead / Service Desk Supervisor

TQI Solutions, Inc. Honolulu, HI

Honolulu, HI

Today

$80k - $95k/yr Full time Manager Senior Active Directory

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Job Description

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.

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