Help Desk Lead

Job Description

The Help Desk Lead plays a critical role as the bridge between frontline Help Desk Technicians and the IT management team. This position provides leadership, direction, and hands-on technical support to ensure smooth day-to-day Help Desk operations. The Help Desk Lead serves as an escalation point for tickets beyond Tier 1, supports Tier 2-level issues as needed, and ensures the team is aligned with operational priorities and service expectations.
This role is responsible for maintaining team cohesion, managing schedules, and setting the tone for customer service excellence. Ideal candidates have strong experience working within ticketing systems, supporting Windows environments, and using Office 365, along with the leadership skills necessary to guide and support a technical team.

Key Responsibilities

• Act as the primary escalation point for Help Desk tickets beyond Tier 1
• Provide hands-on technical support for Tier 1 and Tier 2 issues when needed
• Coordinate and maintain Help Desk team schedules to ensure proper coverage
• Delegate tasks and manage workload distribution across the Help Desk team
• Serve as the liaison between Help Desk Technicians and IT management
• Ensure consistent use of ticketing systems and adherence to operational processes
• Provide guidance, coaching, and real-time support for technicians handling complex issues
• Promote strong customer service practices across phone, email, and ticket-based support
• Assist with setting operational direction and improving Help Desk workflows

Required Skills

• Help Desk Support / Technical Support
• Windows operating systems
• Troubleshooting hardware and software issues
• Office 365 administration and support
• Ticketing system management
• Customer service and phone support
• Strong communication and organizational skills
• Leadership and team coordination abilities

Top Skills

• Help Desk Support
• Windows
• Troubleshooting
• Office 365
• Ticketing Systems

Additional Skills & Qualifications

• Prior managerial or supervisory experience, particularly:
  • Managing schedules and coverage
  • Providing operational direction
  • Supporting escalated technical issues
• Passion for IT and a strong desire to help and mentor others
• Ability to remain calm and organized in fast-paced support environments

Job Type & Location
This is a Contract position based out of Honolulu, HI.
Pay and Benefits
The pay range for this position is $36.06 - $40.87/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Honolulu,HI.
Application Deadline
This position is anticipated to close on Apr 28, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.