Help Desk Manager

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., * 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

Do you have experience in Zoom?, * 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, * Help desk: 3 years (Required)

License/Certification:

• CompTIA Security+ (Preferred)

$55,000 - $65,000 a year - Full-time, Contract, Pulled from the full job description

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