Help Desk Lead

Description:

The Help Desk Lead serves as a technical and operational liaison between front‑line Help Desk Technicians and the Help Desk Manager. This role is ideal for a technically strong support professional who is passionate about mentoring others, supporting escalations, and growing into a leadership role without direct people management responsibilities. This position is more technical in nature, functioning primarily as a Tier 2 resource, while also helping maintain team cohesion through schedule coordination, meeting facilitation, and day‑to‑day support of the Help Desk team.

• Act as the primary escalation point for Tier 1 Help Desk issues, providing Tier 2 technical support as needed
• Partner closely with the Help Desk Manager to support team operations and priorities
• Coordinate team schedules, coverage, and workload distribution
• Run and facilitate team meetings, stand‑ups, and knowledge‑sharing sessions
• Assist with maintaining ticket quality, SLA adherence, and workflow efficiency within the ticketing system
• Serve as a communication bridge between technicians and leadership, ensuring alignment and clarity
• Support continuous improvement initiatives, documentation, and process refinement

• Strong experience in Help Desk / Technical Support environments (Tier 1‑2)
• Proficiency with:
  • Windows operating systems
  • Office 365 / Microsoft 365
  • Ticketing systems and ITSM workflows
  • Troubleshooting hardware, software, and user issues
• Excellent customer service and communication skills (phone, chat, and written)
• Proven ability to stay organized, manage priorities, and support a team in a fast‑paced environment

Contract position based out of Honolulu, HI.

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.

• 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)

Fully onsite position in Honolulu, HI.

This position is anticipated to close on Jun 2, 2026.

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.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.