Helpdesk Manager

Eastern Shawnee Companies LLC • Fort Leonard Wood, MO

4h • Onsite

About The Position

The Eastern Shawnee - Veracity JV is a tribally-owned 8(a) certified strategic joint venture between Eastern Shawnee Professional Services (ESPS) and Veracity Consulting (Veracity) created to provide agile, effective IT and business solutions for federal clients. Together, this joint venture brings streamlined contracting, extensive IT expertise, and proven reliability to support mission-critical federal initiatives.
Summary.
The Helpdesk Manager oversees all AV/IT Help Desk operations, ensuring timely ticket management and high-quality customer service. This role supervises Tier 1 and Tier 2 support activities and maintains compliance with contract response and resolution standards. This position is on-site at Fort Leonard Wood. This opportunity is contingent upon award. The selected candidate may be hired as either an ESPS employee or Veracity employee, depending on project planning and organizational needs. The employing entity will not affect the day-to-day responsibilities or expectations of the position.

Requirements

• Associate degree in IT, AV, or related field, or equivalent experience.
• 3 years of helpdesk or IT/AV technical support leadership experience.
• Secret clearance required.
• Ability to work occasional evenings or weekends for special events.

Nice To Haves

• CompTIA A+ required; Network+ or Security+ preferred.
• Experience in DoD or federal IT service desk environments.
• Familiarity with AV equipment, IT systems, and collaboration tools.
• Strong understanding of IT/AV troubleshooting processes.
• Excellent communication and customer service orientation.
• Ability to analyze data and identify performance trends.
• Skilled in ticketing systems and IT service workflows.

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.

Benefits

• ESC offers competitive benefits including medical, dental, vision, individualized savings plans, short term disability, life insurance, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree