Telecom Help Desk Lead

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

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.

Required Skills and Qualifications

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.

Preferred Qualifications

Experience supporting federal government telecom or IT programs.

Familiarity with telecom ordering processes.

We understand that our team members are our greatest asset. That’s why we offer:

• 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.

In compliance with pay transparency requirements, the salary range for this role is $70,000 to $90,000. This salary is a general guideline only, as compensation decisions are based on relevant experience and educational qualifications.

Ready to make your next career move?

Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!

About Turning Point Global Solutions LLC (https://www.tpgsi.com):

Turning Point Global Solutions is a growing information technology services company that caters to federal, state, and local government organizations, and commercial clients.

At Turning Point Global Solutions, our heritage of innovation and strong software engineering and services capabilities enables us to provide a full suite of mission-critical solutions in a timely and cost-effective manner.

The high level of customer satisfaction with our solutions is exemplified by our consistently winning incumbent contracts (recompetes) and long-term customer relationships.

We take pride in our reputation of predictability, dependability and corporate decision-making that delivers meaningful results and preserves the longevity of our client partnerships.

Founded in 2002, we are privately funded and debt free. TurningPoint Software Engineering process is independently appraised at CMMI Maturity Level 5 for development and CMMI Maturity Level 3 for services.

TurningPoint provides excellent career opportunities for talented professionals and offers a competitive compensation and benefits package.

All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.