Telecom Help Desk Lead

Turning Point Global Solutions

. Provide task oversight of TEMS help desk support functions .

Posted 10/9/2026full-timeRockville • Maryland • United StatesSenior💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Telecom Expense Management Systems (TEMS) and leading help desk support teams, ensuring effective ticket prioritization, team workload management, and adherence to established processes. Proficient in performance tracking, documentation maintenance, and collaboration with telecom vendors.

Highest-signal resume keywords

Telecom Expense Management (TEMS)Help Desk SupportServiceNow Ticketing SystemTeam LeadershipMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TEMS System ConfigurationTicket PrioritizationPerformance Metrics TrackingBudget Line UpdatesWorkflow Improvement

Soft Skills

Excellent Communication SkillsMentoring

Tools & Technologies

ServiceNowMicrosoft WordMicrosoft ExcelMicrosoft Outlook

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Telecom Ordering ProcessesFederal Government Telecom ProgramsStandard Operating Procedures (SOPs)

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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 and provide management reporting
Ensure established processes are followed
Improve workflows and Standard Operating Procedures (SOPs)
Ensure all documentation remains up to date
Oversee a support team managing telecom orders and a Telecom Expense Management System (TEMS)
Lead a small support team and handle complex escalations

Requirements

What you’ll need

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
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
Experience supporting federal government telecom or IT programs (preferred)
Familiarity with telecom ordering processes (preferred)

Benefits

Comp & perks

Annual performance bonus
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
Competitive compensation and benefits package