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# Helpdesk Manager

- **Company:** The Eeo
- **Location:** Fort Leonard Wood, MO, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Collaborative Software, Human-Computer Interaction, Issue Tracking Systems, SC Clearance, Information Technology
- **Published:** September 28, 2026
- **Apply:** https://www.juju.com/job/16_c32171ad5

## About the Role

* Associate degree in IT, AV, or related field, or equivalent experience.
 * 3 years of helpdesk or IT/AV technical support leadership experience.

Preferred Qualifications.

 * 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.

Knowledge, Skills, and Abilities.

 * 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.

Other Requirements.

 * Secret clearance required.
 * Ability to work occasional evenings or weekends for special events.

Work Environment.

 * Helpdesk setting with frequent phone and user interaction.
 * Coordination with technicians across multiple facilities.

Physical Abilities

 * Ability to sit for extended periods and work at a computer workstation.
 * Occasional walking or light equipment handling up to 20 lbs.

## Description

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., * 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.


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