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# Helpdesk Manager

- **Company:** Propertyvalue Digital Consultants Llc
- **Location:** Fort Leonard Wood, MO, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Issue Tracking Systems
- **Published:** June 24, 2026
- **Apply:** https://www.dice.com/job-detail/e5200791-3d86-426d-a1af-d01b494cbb74

## About the Role

* 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.

## Description

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., * 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


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