Lead Help Desk Technician
Most applications go out cold — see where you stand first. No sign-up to start.
Don't just apply. Show up ready.
Olive works from this exact posting — no sign-up to start.
At a glance
Job overview
Insight Global is hiring a Lead Help Desk Technician. The Lead Help Desk Technician will act as the first point of contact for inbound calls and emails regarding aircraft technical issues across roughly thirty airline clients, triaging and routing problems to appropriate internal technical teams to ensure timely and accurate resolution while supporting a remote support environment.
Key focus areas include Serve as first point of contact for inbound calls and emails regarding aircraft technical issues., Triage technical issues and route them to appropriate internal technical teams., and Ensure timely and accurate resolution of escalated problems..
Successful candidates bring 5 Years Call Center Experience. Important skills include Technical Aptitude, Multitasking, Accuracy, Thoroughness In Investigations, Communication, and Professionalism.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Job Description
We are seeking a dedicated and detail-oriented Lead Help Desk Technician to join our remote support team. In this role, you will serve as the first point of contact for inbound calls and emails related to technical issues on aircraft, supporting approximately 30 different airline clients. A key responsibility will be to triage and route these technical issues to the appropriate internal technical teams, ensuring timely and accurate resolution.
The schedule for this position is 12:30pm-9pm Mon-Fri.
Schedule during training is 8am-4pm Mon-Fri
Compensation:
$32/hr to $35/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
-
10 years of experience in a call center environment, with a focus on triaging email inquiries and routing issues to the appropriate teams.
-
Experience in a lead or supervisor role
-
Associate’s degree preferred; equivalent years of relevant experience will be considered in lieu of formal education.
-
Proven technical aptitude with the ability to quickly assess issues and determine the correct escalation path.
-
Demonstrated ability to multitask effectively while maintaining accuracy and thoroughness in investigations.
-
Excellent written and verbal communication skills, with a high level of professionalism and customer service orientation.
-
Hands-on experience using CRM platforms, ideally Oracle, to manage and track customer interactions.
-
Prior experience in the aviation industry, with familiarity in airline operations, maintenance workflows, or technical support environments.
You've read the whole posting — now see how you match it.