Helpdesk Manager — DoD IT/AV Lead (On-Site)

Eastern Shawnee Companies; Fort Leonard Wood (MO); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Individual savings plans

Short-term disability

Life insurance

Paid time off

Job summary

The Helpdesk Manager position is with Eastern Shawnee - Veracity JV, onsite at Fort Leonard Wood. The role oversees all AV/IT Help Desk operations, managing Tier 1 and Tier 2 support with focus on timely ticket management and contract-compliant response times.

Minimum 3 years in helpdesk or IT/AV leadership, associate degree or equivalent experience, and secret clearance are required; DoD/federal experience and AV equipment familiarity are preferred.

Qualifications

• Associate degree in IT, AV, or related field (or equivalent experience).
• 3 years of helpdesk or IT/AV technical support leadership experience.

Responsibilities

• Manage daily AV/IT Help Desk workflow and technician assignments.
• Monitor ticket volumes, priorities, and resolution time compliance.
• Oversee escalation processes to Tier 2 support.
• Ensure accurate tracking, documentation, and reporting within the ticketing system.
• Maintain helpdesk knowledge base, FAQs, and troubleshooting guides.
• Provide coaching, performance feedback, and training for helpdesk staff.
• Produce ticket analytics and trend reports for management and the COR.
• Support high-visibility events requiring coordinated helpdesk readiness.
• Coordinate with AV/IT technicians, vendors, and MSCoE G6 IT staff.

Skills

Leadership

Help desk leadership

IT/AV troubleshooting

Customer service

Data analysis

Ticketing systems

Education

Associate degree in IT/AV or related field

Tools

Ticketing systems

Job description

The Helpdesk Manager position is with Eastern Shawnee - Veracity JV, onsite at Fort Leonard Wood. The role oversees all AV/IT Help Desk operations, managing Tier 1 and Tier 2 support with focus on timely ticket management and contract-compliant response times.

Minimum 3 years in helpdesk or IT/AV leadership, associate degree or equivalent experience, and secret clearance are required; DoD/federal experience and AV equipment familiarity are preferred.