Helpdesk Manager

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 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; its 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.

Location: Fort Leonard Wood MO

Duties to include:

• 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

• Clearance: Secret
• Certifications: CompTIA A required Network or Security preferred
• Education: Associate degree in IT AV or related field (or equivalent experience).
• 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
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation be able to sit stand use computers and monitors and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g. moving a case of paper or similar task) that may occur occasionally.

Benefits: The company offers the following benefits to permanent full-time employees:

• 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)

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age (40 or older) disability veteran status or any other protected characteristic.

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