Help Desk Manager

Position Summary

The Help Desk Manager runs the AV/IT Help Desk, the central point of contact for all AV and IT issues, service requests and technical questions across MSCoE G6-supported facilities. The manager keeps the desk fully staffed during business hours, makes sure every ticket is logged, prioritized, escalated and resolved within the contract priority timeframes, and turns ticket data into the trend analysis and reports the COR uses.

• Fort Leonard Wood Missouri - Place of Performance (Hybrid) - Note: Staff are able to work remotely for AV/IT support issues that do not require an onsite presence.

Major Duties

• Help desk operations and staffing. Keep the help desk fully staffed 0630-1700; schedule Tier 1 shifts and breaks; work the desk directly during peaks and absences.
• Ticket management and service levels. Make sure every request is logged in the designated ticketing system with the correct priority. Monitor response and resolution against the four priority levels (15 minutes/2 hours, 30 minutes/4 hours, 2 hours/1 business day, 4 hours/3 business days) to meet the 95% QASP standard. Manage escalations to Tier 2 and vendors, and keep users updated on open tickets.
• Trend analysis and problem management. Analyze ticket data for recurring issues; report systemic problems and recommended fixes to the COR through the PM; run incident, problem and service request processes.

• Compile ticket volume, resolution times, compliance metrics, open and escalated tickets, and user feedback for the weekly, monthly and annual reports.

• Knowledge base and user training. Maintain the AV/IT knowledge base, FAQs, user guides and quick reference cards; update training materials within 30 calendar days of a significant system change; keep the training calendar; deliver the monthly training completion report.
• Customer satisfaction and quality. Run user satisfaction surveys toward the 90% standard; review tickets for quality and professional, courteous service; coach Tier 1 staffQualifications (Proposed Minimums)
• 5 years of IT or AV/IT help desk or service desk experience, including 2 years supervising or leading a help desk team.
• Experience managing work in an enterprise ticketing system (for example, ServiceNow or Remedy) against priority-based service levels, and producing metrics reports.
• Working knowledge of common AV/IT, VTC and collaboration systems, at least at the Tier 1 level the manager supervises.
• Strong written and verbal communication and customer service skills.

Certifications

• ITIL 4 Foundation, required.
• CompTIA A+, required (matches the Tier 1 standard, C.5.2).
• CompTIA Security+ (DoD 8140-qualifying), preferred; required if granted privileged access.

Security Clearance

Active Secret clearance