Help Desk Manager

Help Desk Manager Job Overview We are seeking a Help Desk Manager that will be responsible for the AV/IT ticketing system operations at MSCoE G6 support facilities. The AV/IT Help Desk serves as the central point of contact for all AV/IT-related issues, service requests, and technical inquiries, encompassing both Audio Visual and Information Technology support needs. The Help Desk Manager is responsible for managing the AV/IT Help Desk and ensuring timely resolution of all user issues. . The ideal candidate will possess a strong technical background, exceptional leadership skills, and a passion for delivering top-tier service in fast-paced environments. This position is contingent upon contract award. Responsibilities Provide first-line support for all AV/IT issues Lead and supervise the help desk support team Collaborate with team members to ensure all equipment and AV/IT systems are set up, tested, and operational prior and during events. Oversee incident management processes, ensuring timely resolution of technical issues related to hardware, software, network connectivity, and security. Manage the designated ticketing system to track all user requests, incidents, and service requests, ensuring timely resolution within established contract timeframes Support IT service management processes including incident management, problem management, and service request fulfillment Submit comprehensive reports documenting AV/IT system performance, maintenance activities, IT support operations, and overall service delivery Cybersecurity compliance status and any identified vulnerabilities or remediation actions Qualifications Minimum of three (3) years of experience in AV/IT support or a related field CompTIA Network+ or Security+ certification or equivalent Certified Technology Specialist (CTS) certification preferred Advanced knowledge of AV control systems (e.g., Crestron, Extron, AMX) Advanced knowledge of IT infrastructure, including network switches, servers, and cybersecurity compliance Experience with VTC systems and collaboration platforms (e.g., Microsoft Teams, Zoom) Previous experience as a Help Desk Manager preferred Possess a

Secret Security Clearance Pay:

$55,000.00 - $65,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Experience:

Help desk: 3 years (Required)

License/Certification:

CompTIA Security+ (Preferred) Security clearance: Secret (Required) Ability to

Commute:

Fort Leonard Wood, MO 65473 (Required)

Work Location:

In person