Helpdesk ManagerLeading 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, MODuties to include:Manage daily AV/IT Help Desk operations and technician assignmentsMonitor ticket queues, priorities, and resolution timelinesOversee escalation processes and Tier 2 support coordinationEnsure accurate ticket tracking, documentation, and reportingMaintain knowledge base, FAQs, and troubleshooting documentationProvide coaching, performance feedback, and training to helpdesk staffGenerate ticket analytics and trend reports for leadership and CORSupport high-visibility events requiring coordinated helpdesk readinessCoordinate with AV/IT technicians, vendors, and government personnelRequirementsClearance: SecretCertifications: CompTIA A+ required, Network+ or Security+ preferredEducation: Associate degree in IT, AV, or related field (or equivalent experience).Experience: Minimum 3 years of helpdesk or IT/AV technical support leadership experienceExperience in DoD or federal service desk environments preferredStrong understanding of IT/AV troubleshooting processesExperience with ticketing systems and IT service workflowsExcellent communication and customer service skillsAbility to analyze data and identify performance trendsAbility to lead teams and manage operational workflowsPhysical 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 plansIncome protection and supplemental benefits401(k) plan with company matchingHealth Savings Account (HSA)Flexible Spending Account (FSA)Pet insurance optionsEmployee 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.
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