Senior AV/IT Help Desk Manager

UpSlope, Inc.; Saint Robert (MO); Hybrid; USD 70,000 - 100,000; Full time

Job summary

UpSlope, Inc. is seeking a Help Desk Manager to lead the AV/IT Help Desk across MSCoE G6 facilities. The role ensures staffing, logging, prioritizing and resolving tickets within contract timeframes, and translates ticket data into actionable trend reports for COR review.

The position requires overseeing shift coverage 0630–1700, managing escalations to Tier 2 and vendors, and delivering monthly and annual metrics. A strong emphasis on customer service and team coaching is essential.

Qualifications

• 5 years IT/AV/IT help desk experience; 2 years supervising or leading a team.
• Experience with enterprise ticketing systems (ServiceNow or Remedy) and metrics reporting.
• Knowledge of AV/IT, VTC and collaboration systems at Tier 1 level.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Staff the help desk 0630–1700; schedule Tier 1 shifts and breaks.
• Log and prioritize every request; monitor against priority levels and meet SLAs.
• Escalate to Tier 2 and vendors; keep users updated on open tickets.
• Analyze ticket data; report systemic issues and fixes to the COR.
• Maintain AV/IT knowledge base; update training materials within 30 days of system changes.
• Coach Tier 1 staff to ensure customer satisfaction.

Skills

Help desk leadership

Ticketing systems

AV/IT knowledge

Communication skills

Tools

ServiceNow

Remedy

Job description

UpSlope, Inc. is seeking a Help Desk Manager to lead the AV/IT Help Desk across MSCoE G6 facilities. The role ensures staffing, logging, prioritizing and resolving tickets within contract timeframes, and translates ticket data into actionable trend reports for COR review.

The position requires overseeing shift coverage 0630–1700, managing escalations to Tier 2 and vendors, and delivering monthly and annual metrics. A strong emphasis on customer service and team coaching is essential.