Job Description
Position Summary The Help Desk Lead is an elevated support and leadership role designed for a seasoned Help Desk professional who is ready to step into management responsibilities. This position serves as the bridge between Tier 1 Help Desk technicians and management, providing guidance, structure, and escalation support while still remaining hands-on with technical issues. This is not a traditional Help Desk role. The Help Desk Lead focuses on team coordination, ticket quality oversight, scheduling, and escalation management, while also assisting with complex Tier 1 and Tier 2 issues when needed. Key Responsibilities Team Leadership & Operations Act as the day-to-day lead for a Help Desk team of approximately 11 technicians. Own team scheduling and attendance tracking, ensuring proper coverage during business hours. Set daily operational direction and provide real-time guidance to Help Desk staff. Serve as the point of escalation for technicians prior to escalating tickets to Tier 2 or engineering teams. Review and analyze tickets submitted by the team to ensure accuracy, completeness, and proper troubleshooting before escalation. Coach and mentor technicians to improve technical skills, documentation quality, and customer service. Ticket & Escalation Management Manage and monitor the Help Desk ticket queue to ensure SLAs and response expectations are met. Provide immediate support for escalated Tier 1 issues and assist with Tier 2-level troubleshooting as needed. Identify trends, recurring issues, and improvement opportunities through ticket analysis. Ensure proper prioritization, categorization, and routing of incidents and requests. Technical Support Responsibilities Provide hands-on support for Windows-based environments. Troubleshoot issues related to Microsoft Office 365 End-user hardware and peripherals Account access and basic identity-related issues Deliver professional phone, remote, and in-person support when required. Communication & Collaboration Serve as a liaison between the Help Desk team and management. Communicate staffing concerns, workload trends, and recurring issues to management. Support change initiatives, process improvements, and documentation updates. Required Skills & Qualifications Minimum 2 years of Help Desk experience in a Tier 1 or Tier 1/2 support environment. Strong experience working within a ticketing system, including prioritization and escalation workflows. Solid troubleshooting skills in Windows operating systems Office 365 and common business applications Demonstrated ability to analyze technical issues and guide others toward resolution. Strong customer service and phone support skills. Excellent written and verbal communication skills. Leadership & Management Qualifications Interest in pursuing a management or team lead career path within IT. Prior experience (formal or informal) assisting with: Scheduling or shift coordination Mentoring or supporting peers Acting as an escalation point Ability to remain calm under pressure and make sound decisions during escalations. Passion for IT and a genuine desire to help others succeed. Experience Level Intermediate Level Ideal Candidate Profile This role is ideal for a Help Desk professional who: Has mastered Tier 1 support and is regularly assisting beyond it Is trusted by peers for guidance and escalation support Wants to grow into leadership while remaining technically engaged Enjoys improving processes, coaching others, and owning outcomes 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 disabil