Helpdesk Manager

Responsibilities

• 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.
• Cook up with AV/IT technicians, vendors, and MSCoE G6 IT staff.

Requirements

• Minimum Education And Experience: 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.

Benefits

• Competitive benefits including medical, dental, vision, individualized savings plans, short term disability, life insurance, and paid time off.