Helpdesk Lead

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.

#LI-PK1

Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.


EEO:
We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.


Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee's needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.


Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.