Helpdesk Manager
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