AV/IT Help Desk Manager — Hybrid, Lead & Metrics

UPSLOPE ADVISORS, INC

Saint Robert (MO)

Hybrid

USD 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Hybrid work arrangement

Job summary

UPSLOPE ADVISORS, INC. is seeking a Help Desk Manager to lead the AV/IT Help Desk across MSCoE G6 facilities. Responsibilities include staffing, ticketing, escalation, trend analysis and reporting to the COR.

The role requires IT/AV help desk experience and prior supervision. The ideal candidate has ITIL 4 Foundation and CompTIA A+ at minimum, with Security+ preferred for privileged access. Active Secret clearance is required, and the position is hybrid with on-site presence at Fort Leonard

Qualifications

Minimum 5 years in IT/AV help desk or service desk experience.
At least 2 years supervising or leading a help desk team.
Experience with enterprise ticketing systems and SLA management.
Strong written and verbal communication and customer service skills.
Knowledge of AV/IT, VTC and collaboration systems at Tier 1 level.

Responsibilities

Manage help desk staffing and operations 0630–1700.
Ensure tickets are logged, prioritized, escalated and resolved per priority timeframes.
Monitor SLAs and escalate to Tier 2 and vendors as needed.
Analyze ticket data for trends and report to COR.
Maintain knowledge base; deliver monthly training updates.
Coach Tier 1 staff to ensure quality and courteous service.