Telecom Help Desk Lead

Turning Point Global Solutions•Rockville, MD

4d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Experience supporting federal government telecom or IT programs.
Familiarity with telecom ordering processes.

Responsibilities

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.