Job Details

Helpdesk Lead

Location: Oklahoma City, OK

Worksite: Onsite

Contract Length: 6-month contract
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.

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