Helpdesk Manager

Digital Consultants, LLC • Waynesville, MO

10d • Onsite

About The Position

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.

Requirements

• Clearance: Secret
• Certifications: CompTIA A+ required, Network+ or Security+ preferred
• Associate degree in IT, AV, or related field (or equivalent experience).
• Minimum 3 years of helpdesk or IT/AV technical support leadership experience
• Experience in DoD or federal service desk environments preferred
• Strong understanding of IT/AV troubleshooting processes
• Experience with ticketing systems and IT service workflows
• Excellent communication and customer service skills
• Ability to analyze data and identify performance trends
• Ability to lead teams and manage operational workflows

Nice To Haves

• Network+ or Security+ preferred

Responsibilities

• 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

Benefits

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

What This Job Offers

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