Helpdesk Manager

Description Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity, we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do.?We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job; it’s the Digital family. Digital Consultants seeks a Helpdesk Manager to oversee AV/IT Help Desk operations supporting MSCoE G6 at Fort Leonard Wood. This role ensures efficient ticket management, high-quality customer service, and compliance with contract performance standards. The Helpdesk Manager leads Tier 1 and Tier 2 support operations and ensures service delivery aligns with mission requirements.

Location: Fort Leonard Wood, MO

Duties To Include

• Manage daily AV/IT Help Desk operations and technician assignments
• Monitor ticket queues, priorities, and resolution timelines
• Oversee escalation processes and Tier 2 support coordination
• Ensure accurate ticket tracking, documentation, and reporting
• Maintain knowledge base, FAQs, and troubleshooting documentation
• Provide coaching, performance feedback, and training to helpdesk staff
• Generate ticket analytics and trend reports for leadership and COR
• Support high-visibility events requiring coordinated helpdesk readiness
• Coordinate with AV/IT technicians, vendors, and government personnel

Requirements

• Clearance: Secret

• Certifications: CompTIA A+ required, Network+ or Security+ preferred

• Education: Associate degree in IT, AV, or related field (or equivalent experience).

• Experience:

• Minimum 3 years of helpdesk or IT/AV technical support leadership experience

• Experience in DoD or federal service desk environments preferred

• Strong understanding of IT/AV troubleshooting processes

• Experience with ticketing systems and IT service workflows

• Excellent communication and customer service skills

• Ability to analyze data and identify performance trends

• Ability to lead teams and manage operational workflows

• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation, be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g., moving a case of paper or similar task) that may occur occasionally.

Benefits: The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, veteran status or any other protected characteristic. We provide reasonable accommodation to individuals who require assistance at any stage of the employment process. If you need assistance navigating Digital Consultants' job openings or applying for a position, please email [email protected] or call 571-306-3444. Please provide your contact information so we can assist you.