Technical Help Desk Lead

Job overview

The Technical Help Desk Lead role is onsite in Verona, NY, and compensation is $70,000–$85,000 per year. Oneida Network Infrastructure describes its work as delivering technology solutions; this role supports the U.S. Marshals Service Electronic Security Systems program. The lead oversees a 24/7/365 service request intake operation, ensuring requests are documented, tracked, and coordinated within contract and service-level requirements across federal facilities.

What you'll do

• Oversee daily intake center operations
• supervise, train, mentor, and evaluate personnel
• ensure accurate ticket logging and documentation
• monitor response and documentation requirements
• serve as the escalation point
• coordinate government stakeholders, field technicians, and program management
• analyze performance metrics
• prepare reports and dashboards
• support staffing schedules for continuous coverage
• ensure quality, security, and compliance.

What we're looking for

Skills & competencies

technical help desk lead

verona ny

oneida network infrastructure

$70k–$85k

service desk operations

24/7/365 coverage

federal program support

team leadership

sla compliance

ticketing systems

escalation management

Work arrangement

• Weekend coverage required

Why this role

The posting describes a mission-driven team, collaborative work, and opportunities to grow skills and career.

About the employer

Oneida Network Infrastructure is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.