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Open nowPosted 13 hours ago

Telecom Help Desk Lead

Turning Point Global Solutions4 open roles

Where
Rockville, MD
Work mode
Hybrid
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Your applicationOpen nowTelecom Help Desk LeadTurning Point Global Solutions · Rockville, MD

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The clock on this job

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Share of postings closed within
  1. 1.9%1 day
  2. 4.0%3 days
  3. 8.3%7 days
  4. 15.3%14 days
  5. 34.2%30 days
This job: posted 13 hours ago

The posting

About the Role

Turning Point Global Solutions is seeking an experienced Telecom Help Desk Lead to oversee a support team managing telecom orders and a Telecom Expense Management System (TEMS). The ideal candidate will lead a small support team, handle complex escalations, and report key performance metrics to management.

  • Location: Hybrid (Rockville, Maryland)
  • Employment Type: Full-Time
  • Clearance: Ability to qualify for a Public Trust Clearance

What You’ll Do

  • Provide task oversight of TEMS help desk support functions.
  • Prioritize support tickets, monitor team workload, and handle escalations.
  • Perform initial triage and collaborate with engineers and system administrators as needed.
  • Perform TEMS system configurations, including B-Table and bill file uploads.
  • Load task order modifications and update budget lines.
  • Coordinate with telecom vendors to track and resolve outstanding issues.
  • Track performance metrics, provide management reporting, and ensure established processes are followed.
  • Improve workflows and Standard Operating Procedures (SOPs), ensuring all documentation remains up to date.

What We’re Looking For

  • High school diploma with a minimum of 5 years of experience, or an equivalent combination of education and training enabling the performance of essential job functions (Associate's degree preferred).
  • 5+ years of help desk experience supporting telecom ordering or Telecom Expense Management (TEM) systems.
  • Experience leading or mentoring a help desk team.
  • Strong knowledge of ServiceNow ticketing systems.
  • Excellent communication skills.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • Ability to qualify for a Public Trust clearance.
  • Experience supporting federal government telecom or IT programs.
  • Familiarity with telecom ordering processes.

What’s in It For You?

  • Competitive salary with annual performance bonus and annual merit increases.
  • Comprehensive health benefits fully funded by the company for employees.
  • 401(k) retirement plan with company match.
  • Paid time off plus holidays.
  • Professional development opportunities.
  • A collaborative and inclusive work culture.
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