Telecom Help Desk Lead

Job overview

The Telecom Help Desk Lead role is hybrid in Rockville, MD. Compensation is $70,000–$90,000 per year. The role supports a telecom orders help desk and Telecom Expense Management System (TEMS) for a company providing information technology services to government and commercial clients. The lead oversees support operations, prioritizes tickets, manages escalations, and coordinates with engineers, system administrators, and telecom vendors. By tracking performance and improving workflows and documentation, the role helps maintain effective TEMS support and service processes.

What you'll do

• Oversee TEMS help desk support
• prioritize tickets, monitor workload, and handle escalations
• perform initial triage and collaborate with engineers and system administrators
• configure TEMS, including B-Table and bill file uploads
• load task order modifications and update budget lines
• coordinate with telecom vendors
• track performance metrics and report to management
• improve workflows and standard operating procedures and keep documentation current.

What we're looking for

Skills & competencies

telecom help desk lead

hybrid

rockville md

full-time

$70,000-$90,000/year

tems

telecom orders

servicenow

ticket escalations

team leadership

public trust clearance

performance metrics

workflow improvement

Work arrangement

• Weekend coverage required

Benefits & perks

• Company-funded employee health benefits
• 401(k) with company match
• paid time off and holidays
• annual performance bonus and merit increases
• professional development.

Why this role

Requires five or more years of help desk experience supporting telecom ordering or TEM systems, team leadership or mentoring experience, ServiceNow knowledge, and ability to qualify for Public Trust clearance.

About the employer

Turning Point Global Solutions is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.