Help Desk Lead

Helpdesk Lead

Location: Oklahoma City, OK

Worksite: Onsite

Contract Length: 6-month contract initially

Overview

Our government client in Oklahoma City is seeking a hands-on Helpdesk Lead to support the daily coordination of their helpdesk operations. This individual will serve as a task-oriented lead for the team, helping manage ticket flow, coordinate priorities, support asset-related requests, and ensure work moving through the shared helpdesk system is handled efficiently and accurately.

This is not a traditional people-management role. The ideal candidate is a collaborative technical leader who can guide work, remove roadblocks, troubleshoot alongside the team, and help team members grow without micromanaging.

Key Responsibilities

• Coordinate day-to-day helpdesk work, including ticket assignment, prioritization, follow-up, and resolution tracking.
• Monitor incoming requests through the shared ticketing system and help ensure issues are routed, escalated, and completed appropriately.
• Partner with helpdesk technicians and the asset team to support end-user requests, equipment needs, and service delivery priorities.
• Troubleshoot technical issues alongside the team and provide hands-on support when needed.
• Help lead small projects, process improvements, and operational initiatives related to helpdesk services.
• Serve as a point of contact for ticket status, escalations, and coordination across internal teams.
• Promote a collaborative team environment focused on accountability, learning, and continuous improvement.
• Identify recurring issues, gaps, or workflow challenges and recommend improvements to help the team operate more effectively.
• Support documentation, knowledge sharing, and consistent use of helpdesk processes and procedures.

Ideal Candidate Profile

The ideal candidate is a confident, collaborative lead who is comfortable jumping into technical issues while also helping the team stay organized and focused. They should bring strong leadership instincts, a calm and supportive approach, and the ability to let team members take ownership while stepping in to coach, guide, and troubleshoot when needed.